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 and brand new Notting Hill 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 National Customer Care Manager, 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 brand new Notting Hill Office

Free onsite parking

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

Metricon Homes – Australia’s largest Home Builder for the 10th Consecutive Year

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

Attractive housing discounts on our award winning homes.

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, 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

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

Excellent interpersonal, collaboration and stakeholder management skills

Effective communication skills, with the ability to lead, negotiate and influence

Strong time-management and prioritisation skills; and

Conceptual thinking with strong-problem solving ability

Agile planning and Software delivery experience

Any exposure to the building and construction industry

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.