Customer Experience and Insights Analyst

Enhance the experience to our customers and stakeholders, Inclusive and collaborative team culture.

At Centennial Park we provide a stunningly beautiful community space that connects people through a rich tapestry of gardens, services, events and histories. Our dedicated team embody compassion, inclusion, excellence and innovation as they strive to serve the South Australian community as the pre-eminent provider of cemetery, cremation and memorialisation services.

Supporting the Coordinator Client Services, you will be responsible for developing a strong understanding of  our stakeholders and our service offerings  -  at every touch point, to ensure we are capturing every opportunity to deliver a premium experience to our customers and stakeholders.

You will achieve this by regularly reviewing customer, stakeholder and industry (including competitor) data to identify opportunities to drive business strategy and communicate trends and recommendations to maximise customer satisfaction and contribute to the ongoing sustainability of the organisation.

Your specific tasks will include

  • Collecting a range of business, stakeholder and industry (including competitor) information, analysing and accurately documenting business processes.
  • Analyse all customer touchpoints to fully understand a customers journey - to optimise the customer experience and ensure that customer needs and wants are exceeded.
  • Utilising analytical information (sales figures, market research, surveys, processes, systems, renewals, customer segments) to identify trends and drive new growth opportunities and increased service utilisation.
  • Undertake a range of administrative processes that support the overall customer experience, including the maintenance of systems, files and records, along with the generation and distribution of correspondence.
  • Provide advice and input into customer communications and strategies, based on data analysis and feedback.

What youll need to be successful

  • Demonstrated experience in a similar role and highly developed analytical skills, with the ability to present data in a meaningful way to support operational decision making.
  • Demonstrated experience in a sales or target driven environment.
  • Ability to handle sensitive situations professionally to achieve successful outcomes.
  • Tertiary or Post-Secondary qualifications in Business Management, Strategic Planning, Communications or in a field relating to community engagement and customer service is desirable.
  • Excellent communication and interpersonal skills, along with the ability to collaborate at various levels, with a range of stakeholders.
  • High level of literacy and numeracy skills, relevant to an administrative environment - including data entry and the ability to use multiple computerised systems whilst maintaining high levels of accuracy and quality.
  • Demonstrated experience in providing high level customer service and adhering to service delivery timeframes.
  • Proficiency with MS Office applications

To Apply

We look forward to hearing from you.

 

27/07/2020 $0 Adelaide 1 Sales
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