Customer Experience Analyst

Summary about this job

Detail information about job Customer Experience Analyst. Terms and conditions vacancy

• Free Premium Foxtel
• Supportive and Fun Team
• 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 Experience Analyst to join a high performing team with excellent exposure to the business and the opportunity to make an impact from day one. This is an exceptional opportunity for a motivated and dedicated professional to play a pivotal role in supporting Sales & Customer Experience transformation

Your purpose

• Lead the design of Customer Interaction Sales & Service quality frameworks and standards through collaboration with key business stakeholders
• Governance of Customer Interaction Sales & Service quality framework and standards
• Build capability of Quality Assurance & Capability teams to drive a consistent understanding of customer interactions Sales & Service frameworks and standards.
• Design, develop and embed Customer Interaction Sales & Service framework & standards accreditation and calibration process.

• Coordinates and facilitate call calibration sessions.
• Accountability to functional Directors across Sales & Customer Group
• Ownership for Call Recording platform administration and support
• Ownership for Customer Interactions platform administration and support

• Design and develop insight reporting operating rhythm to provide actionable data to internal stakeholder groups.
• Use customer interaction monitoring system to compile and track performance at team and individual level.
• Lead and participate in pro-active and re-active analysis of key areas of focus/customer pain points across Sales and Service customer interactions.
• Participates in customer listening programs to identify customer needs and expectations.
• Design, develop and maintain a library of best practice Sales and Service calls.
• Complete call auditing of accredited listeners to ensure adherence to process.
• Proactive identification of training and coaching needs through analysis of call listening and customer interactions data.
• Collaborate with Customer Experience Analyst and Customer Interactions Analyst to support Sales opportunities and consistency in Customer Experience across the end to end  customer journey

Your capability

• Expert knowledge of quality process, QA databases and call recording systems.
• Knowledge of Foxtel TV and Broadband processes
• 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.
• Strong analytical skills with a high level of attention to detail and the ability to apply common sense approach.
• Strong customer focus and understanding of behavioural based listening.
• 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’.