Channel Optimisation Analyst

As a Channel Optimisation Analyst, you’ll be at the forefront of Customer Care technology. Putting your creative skills to use, you’ll have the opportunity to work with stakeholders to help realise their technology aspirations to help drive customer and agent experience improvements across our core platforms.

You’ll get the opportunity to design and develop solutions, uplift platform capabiltiy, experiment with new features and enhancements and be part of a diverse and supportive team. You’ll get on-the-job system and Agile training to help support your development and growth.

Forming part of the Shared Services team, the Channel Optimisation Team is a small team focused on building out and enhancing platform capability. You’ll be one of 4 team members (including the Channel Optimisation Leader) dedicated to advancing our technology capability. The team is highly motivated and passionate about improving customer experience and will provide an open, friendly and  supportive learning environment for anyone looking to try their hand in this space.  

What will you contribute to?

• Responsible for the ongoing maintenance and uplift of Customer Care Customer platforms such as Zendesk and IngeniousAI.
• Identify opportunities to uplift improve/functionality on Customer Care platforms.
• Drive digital deflection/self-service migration through the use of tools such as Help Centre and Bot.
• Provide platform performance and experience insights to stakeholders to assist with driving customer experience improvements.
• Develop and monitor platform controls to ensure adequate management of system performance and risk mitigations.
• Develop and maintain reporting to support business process and stakeholder requirements.
• Drive best practice platform development using Agile methodology, including implementation and management of platform governance.
• Work closely with key stakeholders to ensure impacts to customers, people, process, policy and technology are properly assessed and managed in an effective manner.
• Facilitate problem resolution action planning workshops with designated functional units.
• Partner with key stakeholders to understand their objectives and work collectively to deliver desired outcomes.

What you’ll bring: 

• Analytical skills - ability to analyse large amounts of information and clearly articulate issues, root cause and solutions, taking a data and fact based approach
• Active listening skills - ability to comprehend, retain and respond to information
• Questioning skills - ability to utilise a range of opened and closed end questions to gather the necessary amount of information required for effective decision making
• Decision making skills - ability to use facts to consider a range of possible solutions to deliver the most appropriate resolution
• Negotiating skills - ability to negotiate outcomes in challenging situations with potentially change resistant stakeholders
• Written and verbal communication skills - ability to communicate (sometimes complex information) in a compelling manner with excellent interpersonal skills at all levels
• Presentation skills - ability to summarise key information and present to internal forums and key stakeholders
• Prioritisation and time management skills – proven ability to plan and prioritise self and others to achieve maximum impact for the customer and project objectives while meeting SLA's
• Coaching skills - ability to build relationships, challenge thinking, provide feedback and support to peers across teams to increase effectiveness and drive positive results
• Administrative skills: ability to maintain and update records diligently and accurately, with regulatory awareness and the ability to comply

Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident, you’d be a good fit, we’d love to hear from you!

Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.

We're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans are what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Take ownership, Win together, Pursue excellence, and Create tomorrow

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.