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 : A stylish and fun environment at our Robina Office on the Gold Coast.Supportive management culture where you matter.Ongoing learning and development opportunities, including accredited courses, e-learning, and training programs.Recognition as Australia's largest Home Builder for 8 consecutive years.Mentoring, role progression opportunities, competitive salary packages.Housing discounts on award-winning homes.Well-being programs including fitness, vaccinations, nutrition, and mental health support.Access to LifeWorks confidential support programs.Exclusive building, trade, and retail discounts through our rewards platform.The ideal candidate will have : Significant experience as a Business Analyst in customer, marketing, or engagement domains.5+ years of hands-on experience in business processes, workflows, requirement gathering, and solution delivery across CX, CRM, ERP, or Digital streams.Skills in defining user stories and acceptance criteria.Strong analytical skills to interpret data, identify themes, and recommend solutions.Understanding of Qualtrics, Contact Centre platforms, Power BI, Microsoft Dynamics Customer Insights, Excel, or similar platforms.Experience with databases, queries, and report-building.Successful delivery of large-scale, complex programs.Excellent communication and relationship-building skills at all organizational levels.Ability to manage multiple projects, prioritize, lead, and motivate teams.Proactive and professional interaction with stakeholders and vendors.Desired experience includes : Agile planning and software delivery.Exposure to the building and construction industry.Interpersonal, collaboration, and stakeholder management skills.Leadership, negotiation, and influence abilities.Time management and prioritization skills.Problem-solving and conceptual thinking abilities.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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Create a job alert for this searchAnalyst Customer Experience

• Brisbane, Queensland, Australia

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