Operations Support Analyst

Brighter Futures Start Here
We are an inclusive team who come together to work for two of Australia's most iconic and loved brands, Kmart and Target. As Australia's largest non-food retailer, we are powered by people, with more than 50,000 passionate individuals across our stores, distribution centres, and offices around the globe.
With our brands touching the lives of almost two million customers every week, you'll feel the impact of the work you'll do every day. Join our team in our unwavering promise to make everyday living brighter by providing great value products at the best prices for Australian and New Zealand families.
As a leader in the retail market, we're optimistic about our future and yours. We're changing at a rapid rate, giving you challenging work that you'll be proud of.
Join the team
The CX Enablement Team are a high performing team of “doers” and problem solvers, enthusiastic and committed to improving customer experience, team member experience and efficiency. We are looking for a passionate problem solver with an analytical mindset to provide critical support and insights to the Customer Experience and Care Teams for Kmart & Target. The pain points, trends, and data we investigate and share, enable the business to make decisions and innovate with the customer or team member in mind. We are an agile team who are highly collaborative, always looking for ways to improve the way we do things and challenge the status quo. This is a great opportunity for someone looking to start or progress their career as an analyst and be part of a team that encourages growth and development in a “zero fear of failure” and supportive environment.
What you'll be doing:
As an Operations Support Analyst you'll:

• Provide support on continuous improvement projects to drive customer focused change within Kmart and Target to improve our customer's experience. This will include UAT, data collection and preparing reports on customer insights to inform customer experience decisions.
• Support the Customer Experience Enablement Leads and Manager with key initiatives to enable the contact centre: this will include conducting quality assurance activities, scheduling, workload management, completing training and content updates.
• You'll work with a wide range of internal stakeholders across Target, Kmart and Anko as well as many external technology providers.
• Ensure the teams key initiatives and projects are implemented within deadlines, through effective project prioritisation, flexibility, and agility

To be successful in this role you'll have:

• Advanced excel skills and experience working with the Microsoft Office Suite.
• Previous experience studying or working in the areas of tech, data, reporting or insights.
• An enthusiasm for doing whatever it takes to improve customer and team member experience.
• A proven ability to 'self-start', organise a complex workload and work to deadlines.
• Great stakeholder engagement skills.
• Previous experience in a Contact Centre enablement or continuous improvement team will be highly regarded but not essential.
• Worked with or be familiar with PowerBi.

Benefits we'll offer you
Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy
A team member discount card that gives you a discount at Kmart, Target, Bunnings, and Officeworks
A free OnePass membership offering free delivery across Kmart, Target and Catch on eligible products
Access to the Kmart for You benefits program which entitles you to exclusive discounts and benefits in the areas of entertainment, travel, lifestyle, and health - with over 60 suppliers!
We want you to feel rewarded for your commitment and hard work that's why everyone gets the opportunity to participate in a bonus program
Free onsite parking when you're required to come into the office
We offer inclusive parental leave and ongoing support offered though our partnership with Circle In for team members of all backgrounds and family circumstances
A dynamic learning and support program
Opportunity to fast track your career through our Mentor Program as a Mentee or Mentor
In-house café that serves breakfast, lunch and includes a collaborative space to work in
Reflection room, space for prayer, meditation, or time for yourself
Kudos recognition program, where you are nominated by your peers to spin a wheel, to win a stack of cool prizes
Regular product sample sales with tonnes of discounted items to purchase
Wesfarmers is Kmart and Target's parent company and each year eligible employees can elect to purchase shares through a salary sacrifice arrangement
Great career opportunities across the broader Wesfarmers Group
A place you can belong
We celebrate the rich diversity of the communities in which we operate and are committed to creating inclusive and safe environments where all our team members can contribute and succeed. We believe that all team members should feel valued, respected and safe irrespective of your gender, ethnicity, indigeneity, religious beliefs, education, age, disability, family responsibilities, sexual orientation and gender identity and we encourage applications from all candidates.
We believe that everyone should have the opportunity to do well when applying or working with us, therefore we encourage you to let us know by emailing if you would like any adjustments.