CX Strategy and Insights Analyst

nbn Australia


The CX Strategy and Insights Analyst is responsible for providing analyst support to the CX insights and strategy team across key stages of the customer journey for both residential and business customers. This is a newly created role to support the increasing focus and exec level accountability of CX within nbn.

The Analyst will be an experienced Customer Experience practitioner – with a particular focus on delivering improvements to the business through strong analytical skills. They should have strong organisational capabilities – able to track and monitor a program of work and be able to identify insights into the customer’s experience of nbn that can lead to demonstrable improvements in the customer’s experience of nbn.


A bit about your role

Your key responsibilities will include analysing and synthesising multiple sources data and research to develop actionable insights across relevant customer journey stages/business segments, conducting root cause analysis of customer pain points and working with the CX Design team and other key parts of the business to develop solutions and products that drive improvements in the customer’s experience.

You will also be responsible for deriving insights through the synthesis of multiple data sources, including some primary qualitative research, tracking the business’s delivery against the CX Strategy and effectively managing the team’s Kanban wall and other key team deliverables.


A bit about you

You possess significant practical experience contributing to CX, insights or customer research end-to-end projects and minimum 5 years of experience applying VOC / customer insights into business environments. You have also demonstrated competence in human-centred design (for example, Customer Experience, Service Design, Design Thinking, Human-Centred Design, User Experience etc) with good understanding of CX and customer-centred design methodologies and tools.

Your expertise is also in leading evidence-based customer research techniques, analysing multiple complex data sets or sources and uncovering fact-based insights.

We are looking for someone with strong ability to lead creation of key CX artefacts including insights reporting, personas, segmentation, customer journey maps, service design blueprints as well as leading and influencing complex CX measurement and metric programs, including numeric and text-based customer feedback.

Continue the conversation

If you think this role might be for you, we want to hear from you. Please apply by following the links and sending in your resume only. We do not require a cover letter or any selection criteria to be addressed.

You may have noticed that this role has no advertised end date this is because at nbn we support your career development and it’s important to us that you don’t miss the opportunity to apply. As such internal roles will remain advertised until they have reached the final stages of recruitment. So, if you believe that this is the role for you then be Fearless and submit your application today!

Please apply via your Workday account. This will ensure that your application receives priority over any external applicants. In line with nbn’s internal hiring guidelines, please ensure that you inform your current manager prior to formally applying to the position.

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