Customer Experience Analyst

Latitude Financial Services; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Take 5 extra leave

Hybrid working model

Sonder wellness app

Latitude product discounts

Job summary

Latitude Financial Services is seeking a Customer Experience Quality Assurance professional in Melbourne. You will conduct reviews of human, voice, and AI-powered customer interactions within the Line 1 Framework, ensuring regulatory compliance and timely delivery.

You will work with offshore Team Leaders and Service agents to drive KPI improvements through effective coaching, collaboration, and data-driven insights, while maintaining a strong understanding of policies, variants, and customer

Qualifications

• Essential: experience in quality reviews of customer interactions (human and AI-enabled).
• Strong coaching and stakeholder management skills.
• Understanding of risk, policies and customer service frameworks.

Responsibilities

• Conduct reviews of human, voice, digital and AI customer interactions.
• Collaborate with offshore teams to support KPI improvements.
• Identify opportunities to improve AI-enabled interactions and customer experience.
• Evaluate trends and report on customer interactions to drive metrics.

Skills

Coaching

Stakeholder engagement

Quality management

AI tools usage

Data analysis

Communication skills

Tools

AI tools platforms

Job description

Key Responsibilities

• Conduct human, voice, digital and agentic AI customer interaction reviews in accordance with the Line 1 Framework for the Customer Service Department, ensuring audits meet regulatory requirements and are delivered within business timeframes.
• Actively engage with offshore Team Leaders and Service agents to support metric and KPI improvements on the Customer experience through effective coaching, influencing and support
• Actively identify and highlight opportunities to improve human and AI-enabled customer interactions, using quality insights, review outcomes and available AI tools to support consistent service delivery.
• Evaluate and report on customer interaction trends across human and agentic AI interactions, using the Customer Experience Team call-flow structure and AI-assisted analysis to drive metric-based success across systems, performance, culture and customer experience trends.
• Review agentic AI interactions with customers, assess quality, compliance and customer experience outcomes, and collaborate with Shared Services and relevant stakeholders to use data-driven insights to enhance AI performance, controls and customer support processes.
• Maintain a thorough understanding of our legislation, products, platforms, systems and processes.
• Log and maintain issues using our internal system and remain vigilant around changes to policies and procedures if or when they occur.
• Work with Team Leaders & Process Leaders to ensure Line 1 reviews are calibrated where necessary.
• Actively contribute to improvement ideas in conjunction with key internal stakeholders.
• Complete analysis and reporting as required.

Responsibilities

Essential Previous experience working in a fast-paced customer facing environment. Effective coaching skills to help improve individual and team performance. High level of expertise in stakeholder engagement and management. Experience using AI tools to support quality management, customer experience analysis, trend identification and review of both human and agentic AI customer interactions. Proven ability to gather information and provide feedback effectively to improve performance. Understanding of how risks relate to business processes and the business 'risk and control' environment. Good teamwork, internal stakeholder management skills and the ability to work with a variety of people. Have a strong understanding of internal policies, processes and guidelines used within the Customer Service Department. Strong Written and verbal communication skills.

Desirable Previous experience delivering a high level of customer service in a call centre environment.

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 make it possible - for our customers, our partners, and our people. We believe doing great work starts with feeling supported. Our values, take ownership, pursue excellence, win together, and create tomorrow, aren't just words. They show up in how we work, how we lead, and how we look after our team.

• to spend more time with your loved ones - with an extra week of paid leave each year through our Take 5 initiative.
• to balance work and life - with a hybrid working model, giving you the flexibility to work from home while connecting in the office.
• to put your wellbeing first - with Sonder, a 24/7 support app for mental and physical wellness.
• to access great financial benefits - with discounts on Latitude products and services.

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

Why work at Latitude?

In addition to a great culture, challenging work and the chance to grow your career, Latitude also offers a comprehensive suite of employee benefits, designed to be as individual as each of our employees. From superannuation and short term incentives to flexible working policies and a comprehensive employee assistance program, there are Latitude benefits to support your working and personal life. Additionally, the 'Congratitude' recognition program exists to reinforce our spirit of teamwork and achievement, and have a little fun along the way