Customer Interactions Analyst
Exceptional opportunity for a dedicated professional to join the team at Foxtel
Summary about this job
Analysis & Reporting
Company: Foxtel Management Pty Limited
Location: Melbourne
Work type: Full Time
Salary: n\a
Phone: +61-7-6756-7842
Fax: +61-7-5543-7152
E-mail: n\a
Site: n\a
Detail information about job Customer Interactions Analyst. Terms and conditions vacancy
- Free Premium Foxtel
- Fun and Supportive Environment
- Opportunity to make an impact
Our purpose at Foxtel is to effortlessly connect Australians to all the stories they love. We believe Foxtel is for everyone, and everyone deserves to experience all the entertainment they want, when they want, and how they want.
Our Playbook is the way we like to do things at Foxtel, and we’re looking for people who can bring this to life in their work. We’re customer heroes, we challenge the norm, we make it easy, we make it fun, and we make it happen.
We’re searching for a Customer Interactions Analyst to join a high performing team and lead the design, development and delivery of VoC, Customer Interaction data and insights across Foxtel’s end to end customer experience.
Your purpose
- Design and develop insight reporting operating rhythm to provide actionable data to internal stakeholder groups.
- Meet regularly with functional Directors and Operations leadership to share findings, and discuss improvement opportunities.
- Collaborate with Customer Experience Analyst to support Sales opportunities and consistency in Customer Experience across the end to end customer journey
- Partner with Learning & Capability team and Customer Experience Analysts to design, develop and embed employee feedback process
- Use problem solving skills to identify root causes of customer dissatisfaction and complaints from Customer Interactions data and provide feedback/recommendations to stakeholders on how to improve customer interaction quality and end to end customer experience.
- Participate in VOC Customer Council through:
- Sharing trend data and insights
- Recommending improvement opportunities and initiatives
- Actively tracking delivery of initiatives and impact on customer interaction scores
- Lead and participate in pro-active and re-active analysis of key areas of focus/customer pain points.
- Ownership for Call Recording platform administration and support
- Promptly and courteously respond to inquiries from various internal customers and stakeholders.
- Participate in the design of Customer Interaction quality frameworks and standards providing insight from VOC Customer Interactions data
Your capability
- 1-3 years’ experience with data analysis.
- Experience with survey software
- Strong relationship building skills.
- Highly developed interpersonal skills both written and verbal.
- Highly developed communication skills allowing you to communicate and influence at all levels.
- Proven ability to present compelling and meaningful analytics to a variety of different stakeholders
- Strong analytical skills with a high level of attention to detail and the ability to apply common sense approach.
- Strong power point and excel skills.
What’s in it for you?
We have a benefits program with something for everyone. But we’re in the entertainment business and we connect Australians to all the stories they love, so what would a Foxtel benefits program be without a free Foxtel subscription and discounted broadband!
Above all, we love entertainment and, if you do too, you’ll love working with us. So if you’re excited about this opportunity, please click ‘Apply now’.