Customer Experience Systems Analyst: AI & Self-Service

Chemist Warehouse; Preston; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Salary reviews

Work from home one day per week

Parental leave six weeks

Staff discounts

Employee assistance program

Onsite canteen

Shuttle bus

Job summary

Sigma Healthcare, Preston, Australia, seeks a Customer Service Systems Analyst to optimise customer service platforms, including chatbot, AI and self‑service tools. You will work with Customer Service and other stakeholders to ensure reliable systems aligned with business needs and to improve automation and the customer journey.

The role offers a hybrid work arrangement with one day per week from home and a supportive, development‑focused environment, plus benefits such as annual salary reviews,

Qualifications

• Experience with customer experience systems, CRM platforms, digital channels or contact centre technologies, with exposure to chatbot, AI or automation tools.
• Strong analytical, problem-solving and organisational skills, with the ability to interpret data and translate insights into practical system improvements.
• Excellent communication and stakeholder engagement skills, strong attention to detail, and a proactive approach to continuous improvement in a changing technology environment.

Responsibilities

• Maintain customer service systems, knowledge bases, chatbot conversation flows and automation processes, ensuring accurate configurations and reliable operation.
• Monitor system performance, analyse customer interaction data, troubleshoot issues and coordinate testing, releases and system enhancements with internal teams and vendors.
• Identify and implement continuous improvement opportunities across digital customer journeys, system integrations, data quality and self-service capabilities.

Skills

Customer experience systems

Analytical thinking

Stakeholder engagement

Tools

CRM platforms

Job description

Sigma Healthcare, Preston, Australia, seeks a Customer Service Systems Analyst to optimise customer service platforms, including chatbot, AI and self‑service tools. You will work with Customer Service and other stakeholders to ensure reliable systems aligned with business needs and to improve automation and the customer journey.

The role offers a hybrid work arrangement with one day per week from home and a supportive, development‑focused environment, plus benefits such as annual salary reviews,