Customer Experience Analyst

Milwaukee Electric Tool Corporation; City of Melbourne; Hybrid; AUD 75,000 - 110,000; Full time

Benefits offered by this job

Discounts & Perks: Generous discounts

Hybrid working model

Professional development programs

Health & Wellbeing (EAP)

Social events

Job summary

Milwaukee Tools in Melbourne is seeking a Customer Experience Analyst to uncover customer needs, map end-to-end journeys, and turn insights into improvements. You will conduct interviews, analyze feedback, and support CX initiatives across the business, reporting to the Senior Customer Experience Manager.

The role emphasizes curiosity, stakeholder engagement, and using AI tools to enhance efficiency and accuracy. Hybrid working model and professional development are provided.

Qualifications

• 2+ years in customer experience, service design, research, or related roles.
• Experience with stakeholder interviewing and focus groups.
• Understanding of journey mapping and CX principles.
• Strong communication and attention to detail.
• Willingness to apply AI tools to improve outputs.

Responsibilities

• Conduct end-user and stakeholder qualitative interviews.
• Map and analyze priority customer journeys, identify pain points.
• Collaborate with cross-functional teams to deliver CX initiatives.
• Support CX roadmap initiatives and track progress.
• Assist in projects run by the Customer Experience & Insights team.

Skills

Customer experience

Qualitative research

Stakeholder interviewing

Journey mapping

Communication

AI awareness

Tools

AI tools

Job description

Milwaukee Tools is an industry leader in the manufacturing of cordless & electric power tools, accessories, and hand tools. We pride ourselves on an unrelenting strategic focus on powerful brands, innovative products and exceptional people. Our culture is centred around improving the lives of our users, something that not only drives our product development but underpins everything we do.
We are committed to ensuring our people have a great experience at Milwaukee, so in addition to an exciting and challenging role we also provide a range of great employee benefits including:

• Discounts & Perks: Generous discounts on company products.
• Lifestyle: Hybrid working model to support flexibility.
• Personal Development: Access to professional development programs.
• Health & Wellbeing :Employee Assistance Program.
• Social: Recognition programs and social events to celebrate our team's achievements.

Are you naturally curious and passionate about understanding what drives great customer experiences? Join Milwaukee as a Customer Experience Analyst and help uncover customer needs, identify pain points, and turn insights into meaningful improvements. Reporting to the Senior Customer Experience Manager, you'll conduct customer interviews, map end-to-end customer journeys, analyse feedback, and support initiatives that help shape the future customer experience across the business.

If you enjoy asking questions, uncovering opportunities, influencing positive change, and putting customers at the heart of decision-making, this is an opportunity to make a real impact with one of the world's most recognised trade brands.

What your day will look like:

• Conduct end user and other stakeholder qualitative interviews.
• Map and analyse priority customer journeys; Identify pain points and improvement opportunities.
• Collaborate with cross-functional teams to support delivery of customer experience initiatives.
• Assist in implementing CX roadmap initiatives and tracking progress.
• Support the wider Customer Experience & Insights team in the delivery of projects.

Priority Deliverables – First 12 months:

• Support mapping and documentation of at least three priority customer journeys.
• Contribute to Customer Working Groups and governance forums.
• Assist in the implementation and success of improvement activities.

What you will bring to the role:

The role requires a motivated practitioner that is naturally curious and values the ability to solve complex business problems which will champion the needs of our end users and distribution partners. We are looking for someone with:

• 2+ years in customer experience, service design, research, or related roles.
• Strong experience in stakeholder interviewing, focus group moderation and other qualitative techniques.
• Understanding of journey mapping and customer experience principles.
• Strong attention to detail and ability to manage multiple priorities.
• Excellent communication and stakeholder engagement skills.
• A solid comprehension of basic AI tools (e.g. Copilot) and willingness to utilise AI in order to achieve gains that improve efficiencies and accuracy in outputs.

Bring your curiosity, passion for customers, and problem-solving mindset to Milwaukee and make your mark.