What Strategic Commercial Insights Analyst Dri...
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Job Description
Role Brief: Customer Care Reporting & Insights Analyst
Contract Duration: 6 months
Function: Customer Care, Customer & Commercial
Role Type: Business-based contract resource
Reporting to: Quality & Performance Lead
Location : Melbourne
Role Purpose
Support Customer Care through the delivery of accurate, timely reporting, data analysis and actionable insights to improve operational performance, customer outcomes and management decision-making.
Key Responsibilities
- Prepare, maintain and distribute regular operational and performance reports.
- Analyse customer care data to identify trends, performance gaps, emerging issues and improvement opportunities.
- Develop and enhance Excel-based reporting, dashboards and analytical tools.
- Consolidate and interpret data from multiple business systems and sources.
- Streamline and automate reporting processes to improve efficiency, accuracy and consistency.
- Support ad hoc analysis and reporting requirements for Customer Care leadership.
Key Skills & Capabilities
- Advanced Excel proficiency , including pivot tables, complex formulas, data manipulation and reporting.
- Strong data literacy, analytical thinking and attention to detail.
- Experience developing operational reports, dashboards and performance insights.
- Ability to translate data into clear, practical business insights.
- Strong working knowledge of Excel, Power Query, Power BI and Power Automate experience highly desirable.
- Exposure to AI-enabled analytics, automation and productivity tools advantageous.
- Ability to work independently and engage effectively with operational stakeholders.
Ideal Background
Experience in business reporting, operational analytics or performance analysis, ideally within a customer service, contact centre or operational environment.
Location: Fortitude Valley
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Strategic Commercial Insights Analyst — Drive Growth in Melbourne employer: Custom Fleet
At Custom Fleet, we pride ourselves on being an exceptional employer that values diversity, collaboration, and continuous improvement. Our dynamic work culture fosters personal and professional growth, offering industry-leading benefits such as an extra week of annual leave, a collaborative hybrid work environment, and ongoing investment in employee development. Join us in a role where your contributions truly matter, and be part of a team that celebrates success while driving operational excellence in a supportive and engaging atmosphere.
