CXM Data Analyst

iCare External

iCare is dedicated to supporting the community of NSW by simplifying complex processes to achieve better outcomes. They provide long-term care for people who are seriously injured at work or on the roads. The role of CXM Data Analyst exists to manage and optimize the CXM platform's data, delivering timely insights that benefit stakeholders. The team is committed to maximizing data integrity and efficiency.

In this role you can expect to have the responsibilities:

• Design and maintain CXM platform systems and data for operational efficiency and data integrity.
• Improve CXM data processes to enhance accuracy and efficiency.
• Identify trends in datasets for insights on emerging changes.
• Adapt to evolving business needs using relevant tools and automation.
• Develop strong data governance protocols to protect customer contact data.
• Build internal reporting metrics for early problem detection.
• Collaborate on data specifications with the insights team.
• Enhance system integration and automate data flows.
• Lead technical discussions with stakeholders and data professionals.
• Analyze data to understand customer behaviors and preferences.
• Use data visualizations to communicate insights.

This role comes with the following benefits:

• Corporate wellbeing program with subsidized gym membership.
• Free flu vaccinations and health check programs.
• 17.5% annual leave loading.
• Learning and development support.
• Employee awards and recognition programs.
• Access to Employee Assistance Program.

This role requires you to have:

• Data analytics experience focusing on customer experience or measurement analytics.
• Proficient in SQL, R, or Python.
• Strong communication skills.
• Experience in engaging diverse audiences with customer-centric thinking.

You would benefit from having:

• Experience in insurance, financial services, or healthcare industries.
• Hands-on experience with voice of customer programs or contact center systems.

iCare emphasizes the importance of diversity and development in its workforce, encouraging candidates with varied experiences and backgrounds. They are a Circle Back Initiative Employer, advocating for open and responsive hiring processes.