Job description
Tenacity CX are Australia's leading supplier of recruitment solutions to the Customer Experience and Contact Centre industry. As a partner with a leading banking client, we have a new opening for a Reporting, Analytics & Insights Manager to join their Superannuation Complaints team.Your role will be critical to drive a culture of continuous improvement, reporting to all levels of the business, up to Executives and using insights to target customer's pain points.
PLEASE NOTE: This is a 15 month maternity cover contract.
To be successful in this role you will need to demonstrate the following skills and attributes:
- Strong analytical skills with a high level of attention to detail
- Proven success in managing stakeholders at all levels
- Demonstrated experience within the Superannuation space
- Experience in presenting high level reports to Senior Management
- Continuously looking on ways to improve process
- Proven experience in Customer Experience Analysis
- Ability to mange a busy workload and working to deadlines
- Advanced Excel skills
- Sharepoint experience is a bonus
- Previous exposure to AFCA is preferred but not essential
- Analyse complaints data to identify areas of improvement
- Reporting of complaint volumes, trends and root cause of complaints
- Delivering reporting and insights that simplify Superannuation and Investments products for customers
- Recommend process improvements to reduce complaint drivers
- Fostering a culture of continuous improvement
- Create strong relationships with various stakeholders and implement your ideas to improve Customer Experience
- Conduct in-depth analysis and maintain progress reports
- Proactively identify gaps in the process
- Grow your career in Wealth
- Work in a culture of customer and employee excellence
- CBD location
Apply today, please click on the link below and attach your resume as a word document.
Expired job