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Senior Business Analyst - 6 Month Fixed Term Contract

Apply now Job no: 53672920
Brand: Australia Post
Categories: Retail & Customer Service
Work type: Fixed Term Full Time
State: VIC
Location: Melbourne

You might think you know us, but we’re transforming.  

In this rapidly evolving commercial landscape, we’re changing too. In the Community & Consumer department, we’ve embraced the rise of digital and integrated the customer into everything we do – from the design of our strategies through to the execution of our day to day activities.

And we’re only getting started. 

The Community & Consumer team has end to end accountability for identifying, anticipating and satisfying customer and community requirements – from market research, marketing planning to brand positioning and product placement. We’re also strategically overseeing advertising, promotional activities and understanding and influencing community and public relationships.

We’re on the lookout for innovative people to join our team. Working within a start-up culture that’s backed by all the resources Australia Post provides, the opportunity to innovate and push boundaries to improve services for all Australians is ready and waiting.

What does the role involve?

The Senior Business Analyst role enables and supports decision making for Customer Services leadership by providing data driven insights across all products, channels and customer segments.  The insights span a multitude of functions, however, primarily relate to Contact Centre Operations.

The strategic components of the role include monitoring ‘program of work’ and investment initiatives, supporting business performance improvement and the delivery of insights contributing to the development of transformational initiatives. The operational components of the role focus around automation solutions, and the provision of interactive, self-service, cloud-based analytics & dashboards.

What are the key responsibilities?

  • Analysis of customer contact and network operational data to provide data-driven insights into the drivers of dissatisfaction across the customer value chain
  • Provision of analytics and insights informing transformational initiatives and operational process changes to improve productivity, performance, customer experience and benefits realisation tracking
  • Gather requirements, collect and organise data sources and support implementation and process change associated with developed solutions

What are we looking for?

  • 3 + years’ experience in data analytics in complex Enterprise environments, preferably contact centres
  • Bachelors degree in Engineering / Computer Science / Mathematics / Statistics / Economics or other quantitative discipline
  • An aptitude and passion for optimizing customer experiences, and delivering data driven solutions that provide high quality, actionable insights and optimise decision making
  • Statistical knowledge and experience with GCP services and cloud architecture practices
  • Proficiency with object-oriented programming principles, and scripting languages (Python/Java/Bash/SQL)
  • Extensive data visualisation experience, empowering exploratory analysis and insight generation with business intelligence tools such as Data Studio, Looker, Tableau
  • Exceptional communication skills that enable you to work cross-functionally with diverse business stakeholders
  • Strong ability to communicate complicated concepts to audiences and craft compelling stories based on insights and analysis

We believe investing in our people is good business. 

That’s why we have team dedicated to career coaching and support for our employees. And we know that your life outside of work matters. So while we work hard, we also have a culture that promotes a genuine work/life balance.  

Together, our differences make us stronger. ​  

With a reach across Australia and beyond, we’re building a workforce that’s as diverse as the communities we serve. Learn more about how we're supporting inclusion at Australia Post - https://mypo.st/Diversity If you require adjustments at any stage of the recruitment process, please reach out to the Talent Acquisition Diversity Team at inclusivecareers@auspost.com.au.   

Australia Post welcomes applications from Aboriginal and/or Torres Strait Islanders. Check out this short video https://mypo.st/WelcomeToCountry to find out how we acknowledge and pay our respects to the Traditional Custodians of the land we operate on.    

Ready to join the transformation of Australia Post? 

Click apply now, to help shape our tomorrow.  


Advertised: AUS Eastern Standard Time
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