Customer Experience Analyst
About the job
This job is all about creating impactful outcomes for the people of New South Wales. By designing and delivering customer-focused internal services, you will enhance accessibility, sustainability, and overall quality of living. The team thrives on collaboration and innovation, ensuring that customer needs shape enterprise-wide service delivery.
You'll be responsible for
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Delivering insights
Delivering meaningful insights and customer-centric improvements by leading internal research and journey mapping to uncover pain points and define problem statements that inform the design of Transport internal services.📈
Mapping and analysing data
Mapping and analysing internal customer data and employee experience metrics to identify trends, measure performance and translate findings into dashboards, reports, and compelling narratives.🗣️
Facilitating feedback workshops
Facilitating feedback workshops to bring customer/employee voices into decision-making and collaborating across teams to implement service enhancements.Key criteria
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Data analysis experience
Proven experience gathering and interpreting qualitative or quantitative data.View
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Communication skills
Demonstrated ability to present information clearly and concisely.View
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Customer experience tools proficiency
Experience with tools like Miro, Service Now, or Power BI.View
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