About the Role

Contribute to the identification, research, analysis and recommendation of opportunities to deliver the best value proposition for our customers/employees/stakeholders.

• Deep dive into customer experience analysis, trends and CSAT measurement
• Permanent full-time role – 35 hours working week

• Hybrid working environment, offering starting salary of $125,693 plus super

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• 17.5% annual leave loading
• Comprehensive learning and development support aligned to icare’s Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same; as a Customer Insights Analyst you will:

• Identify, analyse and interpret trends, patterns and stories told through the available customer data to support the development of insights into customer needs.
• Support innovative customer experience measurement and the development of actionable insights within GI&C schemes that enhance business outcomes.
• Work in partnership with the Service Designers within GI&C schemes to uplift customer insights and inform design projects to improve customer outcomes.
• Build and maintain relationships with the Customer Community of Practice, Enterprise Data, Analytics, Automation & AI team and Strategy, Customer Experience & Transformation team.
• Manage deep dive customer research initiatives to build-out understanding of customer cohorts and emerging trends that will impact scheme performance and outcomes.

Skills & Experience

• Relevant tertiary qualification or equivalent knowledge and skills acquired through extensive practice quantitative research experience.
• Strong experience in compiling, analysing and reporting on customer data.
• Proven track record of communicating customer findings to stakeholders and driving accountability.
• Experience with Customer Feedback Software e.g. Qualtrics.
• High level proficiency in Word, Excel and PowerPoint.
• Experience with usage of research data analysis packages (e.g. Q,).

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, to deliver better outcomes for those we serve.  Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. 

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted

• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.