Senior Customer Research And Insights Analyst

Company description:

Queensland Rail's purpose is to provide a customer-focused, safe, reliable, on-time, value for money rail service that benefits the community, supports industry and is integrated with the public transport system. The organisation's vision is connecting communities through a modern, world-class rail service.

We encourage a safe, innovative, and inclusive environment where you can deliver quality service while expanding your career and achieving your professional goals. If you thrive in an environment where motivation, teamwork, and forward thinking are paramount, then a career with Queensland Rail could be the right step for you!

Job description:

About the role

As Queensland Rail looks towards the future, we are focused on putting customers at the centre of everything we do. We are currently seeking a Senior Customer Research and Insights Analyst (AS6) (official title: Senior Customer Experience Analyst) to join our Customer Insights and Strategy team. Our Customer Insights and Strategy team utilises Customer Research and operational data to develop insights to inform business improvements, provide strategic advice and measure the customer experience on our network.

We are looking for a data analytics expert who is comfortable working across multiple data sets (e.g. operational, customer experience, feedback, social media) to delve deeply into drivers of customer satisfaction and the root cause of any customer pain points across the end to end customer journey.

This is a fixed-term, full time opportunity (until 30/6/2024 - with possibility to go perm) based in Brisbane CBD. The starting base salary is $125,001.92 (pro-rata) plus 12.75% superannuation.

For a full list of responsibilities and key selection criteria please click here to access the position description.

Why join our team?

• Gain exposure working with a large, diversified organisation such as Queensland Rail.
• Acquire experience of customer behaviour Research and customer metric development, management, and reporting.
• Your role can have a big impact on Queensland's rail transport system and our customer's daily lives.

About You:

• Ability to bring multiple operational and customer data sets (including customer commentary) together to identify insights that will inform operations, strategy, and project planning.
• Demonstrate ability to identify opportunities to improve the customer experience and identify customer pain points.
• Excellent communication skills with the ability to build positive working relationships with ease.
• Strong expertise in analytical programs, such as Excel, Power BI, or Tableau (preferred).
• Confident working independently and within a collaborative team.
• Strong reporting skills using Microsoft tools and systems data/customer management systems (e.g. Qualtrics).

Lifestyle & Work Benefits at Queensland Rail:

• Four weeks annual leave (pro-rata), as well as other leaves and flexible working opportunities to help balance between work and personal commitments.
• Free travel to-and-from work, as well as access to discounted and/or free rail travel for off-duty travel on the City or long-distance travel networks.
• Access to QR's competitive Employee Benefits + 1 Team Values, Diverse and Inclusive working environment.
• Employee Assistance Program providing employees with holistic and contemporary health and wellbeing programs.
• Professional and leadership development opportunities and ongoing support to develop your experience and skills.
• Access to Fitness Passport - a discounted workplace health and fitness program giving you and your family unparalleled access to a wide range of gyms and pools throughout the state.
• We pride ourselves on our Safety Culture, we ‘work safe' so that everyone goes ‘home safe'.

Sounds good?

Click the "Apply" button to submit your resume and cover letter by the deadline: 11:59 PM (AEST) on Wednesday, 17th January. Please do not email your application. We can only accept applications received via our website.

The recruitment and selection process for this position might require shortlisted applicants to provide references and/or complete pre-employment tests, health assessments, and background checks (which may include criminal history and credit checks). External applicants applying for roles within Queensland Rail will be subject to Alcohol and Other Drugs pre-employment testing.

Queensland Rail embraces and is committed to creating a diverse and inclusive workplace. We encourage women, Aboriginal and Torres Strait Islander people, people with disability, people from non-English speaking backgrounds, and members of other diverse groups to apply.

We have built the foundation for diversity in the areas of gender balance, First Nations Peoples, Youth, Disability and Multiculturalism. We continue to establish and integrate key programs such as QRWomen, Graduate and Apprentice Programs, Work and Welcome, Returned to Work processes, Employee Assistance Program, as well as Queensland Rail First Nations and LGBTIQ+ Staff Reference Groups.

To learn more about this opportunity please contact Judy with your specific enquiry to *************@qr.com.au.