Senior Analyst – Contact Centre Database Management & Reporting

• Challenge yourself in a Senior Analyst Role leveraging your data management and reporting expertise
• Together we’ll achieve continual optimization of Qantas’ customer experience ecosystem
• Full time Permanent Position based at our Mascot Campus

At Qantas, we represent Australia to the world. Our diverse country is known for its unique spirit, mateship, and a can-do attitude. Our customers come first. We’re constantly challenging ourselves to reimagine our customer experience, and work hard to connect and build trust. Ultimately, our service should make people feel at home no matter where they are.
As part of the Digital & Customer Operations unit, the Senior Analyst is responsible for designing and rolling out business improvement initiatives to enhance the user experience and enable Business Analysts with the tools to provide deep and meaningful customer insights. Responsibilities include developing customer contact strategies through the overall maintenance and construction of data assets, backend databases and end-user analysis tools, implementing and coordinating the data warehouse, building and upkeeping automated systems, and building the data visualisation design required to drive reporting, insights and analytics as necessary. This includes maintenance and improvement of Contact Centre reporting database (SQL stack), data integrations (SSIS, Python, APIs) and Reporting Suite in Power BI which is critical in the continual optimisation and risk minimization of the customer experience ecosystem for the Qantas Group.
The role is also responsible for coordinating short and long-term initiatives to deliver heightened levels of automation around a mature customer insights reporting platform for a multi-channel environment (i.e. across Contact Centre channel, Web contact channel, app contact channel, social media contact channel etc). You will be working in conjunction with local and site leadership in pre and post implementation review to measure cost, benefits and commercial outcomes.
This role is ideally suited to someone with a Dev Ops background interested in a role within the Commercial side of the business, or a Business Analyst with strong Database Management and technical skills.
You’ll have –

• 3+ years of data management and analytics experience in a large complex matrix organisation.
• Tertiary qualifications in analytics, technology, commerce, business or a related discipline, or relevant industry experience in Customer Contact environment
• Experience in data modelling in SQL, and Basic to Intermediate Python skills
• Experience with data integration, extract transformation and load processes, APIs, and database development and administration
• Ability to use complex software programs and adapt to new IT systems
• Advanced reporting skills with various visualisation tools such as Power BI, MS Excel
• Highly developed problem-solving skills
• Experience in driving results in a fast-paced and continually changing environment
• Excellent decision-making skills with high level analytical, planning, organisational and problem-solving skills
• Demonstrated ability to collaborate, contribute and create effective teamwork across traditional organisational boundaries
• Strong interpersonal and communication skills
• Highly motivated with the ability to achieve outcomes without supervision

Why Qantas?
If you’re successful in your application, you’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.
There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.
The Qantas employee benefits program offers amazing benefits that extend well beyond travel.

• We love to travel: Enjoy discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave and additional purchased leave options.
• We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment.
• We’ll support your wellbeing: Whether its salary packaging for motor vehicles or electronic devices, our interactive wellbeing app or your very own tailored nutrition plan.

If you’re ready to step into a culture that will challenge and excite you, submit an application and let’s explore how we go places together.
Applications close: Friday, 2nd February 2024
Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application. We will then work with you to identify the best way to assist you through the recruitment process.
Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.