Love Where You Work!

Metricon Homes, Australia’s largest home builder is committed to recruiting outstanding individuals who share our passion for delivering quality, service and award winning living solutions for Australian families.

Based in our stylish Robina Office, work within the busy National Customer Survey and Insights team in this highly rewarding and challenging role. The Customer Insight (CI) Analyst is a highly consultative role, responsible for leading and managing Metricon’s customer satisfaction program, to deliver data-led customer insights across the enterprise and enhance overall customer experience.

Reporting to the Chief Customer Experience Officer, your responsibilities will include:

Proactively managing our customer satisfaction platform, including regular and ongoing customer experience initiatives and ad hoc business requirements

Work closely with the Customer Experience and Engagement teams to provide strategic customer recommendations and actionable insights

Maintain and enhance the Voice of Customer Experience and feedback program

Utilise various internal (CRM, ERP, CX, Power BI) and external platforms to gather and present feedback to the business

Analyse customer feedback data and measure against business KPI’s and metrics

Engage with internal stakeholders to provide insights and recommendations from customer data to enhance the customer journey

Provide training and support to stakeholders on accessing and navigating dashboards

Assist with building customer experience strategies to improve data and survey response rates

Continuous improvement and automation of processes and systems such as surveys, dashboards and reporting

Offer insights to deepen the organisation's understanding of the customer perspective; and

Business Analysis / Backlog Grooming through design and facilitating.

Metricon will offer you:

Stylish and fun environment at our Robina Office on the Gold Coast

Be supported by a Management Team that has a Culture Where You Matter

On-going learning and development opportunities to help build your skills and reach your potential - whether through nationally accredited courses, our highly engaging e-learning portal or other comprehensive training programs

Metricon Homes – Australia’s largest Home Builder for the 8th Consecutive Year

We promote mentoring and provide genuine opportunities for role progression, along with a competitive salary, and salary package opportunities

Attractive housing discounts on our award-winning homes

You Matter! Physical fitness, free flu vaccinations, nutrition and mental well being are just some of the programs we sponsor at Metricon to address your well being

24/7 access to our LifeWorks confidential support program which includes coaching for success and navigating personal and work challenges; and

Exclusive access to building discounts, supplier / trade discounts, and retail discounts with big name brands through our rewards platform.

The successful candidate will have:

Significant experience working as a Business Analyst in the customer, marketing or customer engagement domains

5+ years hands on experience in business processes, workflows, requirement gathering and solution delivery across CX, CRM, ERP or Digital streams

Excellent skills in the definition of user stories and acceptance criteria elicitation

Effective analytical skills: interpret various forms of data, identify themes, apply insights, and recommend outcomes/solutions

A strong understanding of Qualtrics, Contact Centre platforms, Power BI, Microsoft Dynamics Customer Insights, Excel or other customer service and communication platforms

Prior experience with databases, query and report-building

Experience in the successful delivery of large-scale and complex programs of work

Demonstrated ability to effectively communicate and establish productive working relationships at all levels of the organisation

Capacity to manage multiple projects, prioritise, lead, facilitate, motivate, and drive team members to deliver and achieve common goals; and

Ability to interact with Senior Stakeholders and vendors in a proactive and professional manner

Desired Experience in:
• Agile planning and Software delivery experience
• Any exposure to the building and construction industry
• Excellent interpersonal, collaboration and stakeholder management skills
• Effective communicator, with the ability to lead, negotiate and influence
• Strong time-management and prioritisation skills; and
• Conceptual thinker with strong problem-solving ability.

If you feel you have the necessary experience and drive to meet the challenges of this position, and can demonstrate how you meet the skills and attributes, please apply with your Cover Letter and Resume now.

This role requires a national police check to be undertaken on the successful applicant.