Customer Insights Analyst - Customer Experience Team

Customer Insights Analyst - Customer Experience Team - Metricon Homes Qld.

Love Where You Work!

Metricon Homes, Australia’s largest home builder, is committed to recruiting outstanding individuals who share our passion for delivering quality, service, and award-winning living solutions for Australian families.

Based in our stylish Robina Office, work within the busy National Customer Survey and Insights team in this highly rewarding and challenging role. The Customer Insight (CI) Analyst is a consultative role responsible for leading and managing Metricon’s customer satisfaction program to deliver data-led customer insights across the enterprise and enhance the overall customer experience.

Reporting to the Chief Customer Experience Officer, your responsibilities will include :

• Proactively managing our customer satisfaction platform, including ongoing customer experience initiatives and ad hoc business requirements.
• Collaborating with the Customer Experience and Engagement teams to provide strategic customer recommendations and actionable insights.
• Maintaining and enhancing the Voice of Customer Experience and feedback program.
• Utilising various internal (CRM, ERP, CX, Power BI) and external platforms to gather and present feedback.
• Analyzing customer feedback data and measuring against KPIs and metrics.
• Engaging with internal stakeholders to provide insights and recommendations to improve the customer journey.
• Providing training and support on dashboards and data access.
• Assisting in developing strategies to improve survey response rates.
• Continuously improving and automating processes such as surveys, dashboards, and reporting.
• Offering insights to deepen understanding of the customer perspective.
• Participating in business analysis and backlog grooming through design and facilitation.

Metricon offers :

The ideal candidate will have :

Desired experience includes :

If you meet these criteria and are driven to succeed, please apply with your Cover Letter and Resume. Note : a national police check is required for this role.

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Analyst Customer Experience

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