AddressOverview
The purpose of the CX Analyst is to increase the speed of insights by managing ongoing research operations and supporting the research needs of the Experience team, as well as Transformation more broadly. The CX Analyst will develop and optimise systems for the collection and dissemination of customer experience research data, including provisioning, reporting, and visualising insights, and supporting the administration of CX platforms.
- Full time Permanent Role
- Location flexible - Parramatta, Melbourne or Brisbane
Key Accountabilities and main responsibilities
- Support strategy to simplify, grow and deliver
- Develop and support research operations, including systems to facilitate research, organise and share customer and product research insights
- Manage operations for the client satisfaction program through measurement and visualisation of outcomes, including emerging themes
- Provide a broad range of research solutions (qualitative and quantitative) to support the needs of the Experience team, and Transformation more broadly
- Contribute to customer-centricity and decision-making through quantitative and qualitative data and insights
- Contribute to planning projects and initiatives, including estimating effort, scheduling work and communicating budget requirements
- Develop effective working relationships with third party providers and key stakeholders
- Participate in strategic research projects across the organisation as required
- Be a thought leader for the Experience design practice
- Help to lead awareness and adoption of CX practices across the organisation by participating in the Customer Experience Community of Practice
- Ensure compliance with privacy legislation and internal policies
Experience & Personal Attributes
- Demonstrated research operations experience, both qualitative and quantitative, with knowledge of a variety of data collection methods (interviews, focus groups, surveys)
- Relevant tertiary qualification such as business, marketing or design.
- Strong visual design skills, and experience visualising data
- Experience supporting programs and initiatives with research, ideally in B2B2C ecosystems (experience with NPS programs will be highly regarded)
- Passionate about contributing to excellent experiences
- Knowledge of relevant privacy legislation
- Technically proficient with Excel and Microsoft Office products, and survey tools.
Some of our Employment Benefits
- FlexiWorks – enabling our employees to work in the office and at home
- Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
- Employee Recognition Program - to recognise people who are demonstrating our values and Company purpose.
- Talent Referral Program
- Salary Sacrificing via Superannuation
- Employee Assistance Program
- Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
- Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft!
- Novated Car Leasing
Culture @ MUFG Pension & Market Services
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
How to apply
Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.
Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.
MUFG Pension & Market Services is a global, digitally enabled business connecting millions of people with their assets – safely, securely and responsibly.
Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.
A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.
