CX Analyst

Archies Footwear; Melbourne; Sur place; AUD 110 000 - 140 000; Plein temps

Résumé du poste

Archies Footwear is building a new Customer Experience Analyst role to own the CX tech stack, data and AI that power decision-making across the business. You’ll translate customer feedback into actionable insights, present to senior leaders, and shape how AI is used to improve CX and revenue.

You’ll collaborate with Product, Supply Chain, Marketing and Ecommerce to drive measurable improvements, including forecasting, automation, and governance across markets.

Qualifications

• 5+ years in a CX systems, CX analyst or data role.
• Experience administering Gorgias or similar helpdesk.
• Daily use of AI tools to analyse data and build workflows.
• Strong Excel/Google Sheets, SQL and BI skills (Looker Studio, Power BI).
• Familiarity with Shopify and returns platforms like Loop.

Responsabilités

• Own the CX tech stack across regional stores: rules, views, integrations, automations.
• Manage the Gorgias AI Agent: guidance, knowledge sources, handover rules.
• Translate CX data into findings and recommendations for departments.
• Create dashboards, weekly/monthly reporting, and deep dives addressing business questions.
• Ensure AI governance and data privacy across markets.
• Produce CX commercial reporting: cost per contact, tech spend.

Connaissances

CX systems

CX analyst

Data role

Gorgias

AI tools

Excel/Sheets

SQL

Looker Studio

Power BI

Shopify

Outils

Gorgias

Hubstaff

Looker Studio

Power BI

Shopify

Loop Returns

Description du poste

Archies Footwear started with a simple idea: create a better pair of thongs by building genuine arch support into the casual footwear people already love. Today, our flip flops, slides and insoles are worn by customers in Australia, New Zealand, the UK, Europe, the US, Canada and Asia, sold through our own online stores, retail partners, Amazon and TikTok Shop. We're one of Australia's fastest growing footwear brands, and every customer conversation helps shape what we do next.

About Archies Footwear

Archies Footwear started with a simple idea: create a better pair of thongs by building genuine arch support into the casual footwear people already love. Today, our flip flops, slides and insoles are worn by customers in Australia, New Zealand, the UK, Europe, the US, Canada and Asia, sold through our own online stores, retail partners, Amazon and TikTok Shop. We're one of Australia's fastest growing footwear brands, and every customer conversation helps shape what we do next.

About the role

Most CX analyst roles give you a dashboard and a queue of report requests. This one gives you the keys, and a seat in the room where decisions get made. At Archies, customer experience isn't a cost centre at the end of the journey. It touches every department, every market and every pair we sell. We're creating a brand new Customer Experience Analyst role to own the systems, data and AI that power it, and to turn what our customers tell us into insights that shape decisions across the business.

Why this role is different

• You own the CX stack, not just the reports. Gorgias, the Gorgias AI Agent, Loop Returns, Okendo, Shopify and Hubstaff. You configure it, fix it and make it better
• Your insights drive decisions across the business. You'll take CX data to department heads in Product, Supply Chain, Brand, Wholesale, Ecommerce, Finance and Legal, and present what it means and what to do about it
• AI Proficiency is Essential. You’ll be confident using AI tools to build systems to improve customer experience, work efficiently and measure & maintain consistently high service levels.
• Your work shows up in revenue. You'll turn return reasons, VOC and NPS data into retention and winback campaigns with Marketing, then prove the dollars with Ecommerce
• You'll help shape how Archies use AI. You'll work closely with the Head of CX to find where AI can add real value, starting in CX and extending into other parts of the business

What you'll own

• The CX tech stack across all regional stores: rules, views, integrations, automations and peak readiness
• The Gorgias AI Agent: guidance, knowledge sources, handover rules and accuracy
• Insights for every department: translating CX data into clear findings and recommendations, and presenting them to the people who need to act
• Dashboards, weekly and monthly reporting, and deep dives that answer real business questions
• AI governance: making sure customer data is handled responsibly under privacy laws in every market we sell in
• CX commercial reporting: cost per contact, tech spend and licence usage
• The workforce tools behind the team: building and maintaining the volume forecasting model, automated agent scorecards and Hubstaff time tracking data
• Documentation and change management so the whole team knows how everything connects

What success looks like

• Department heads using your insights to make key decisions
• AI Agent automation rate growing year on year, with 95%+ response accuracy
• Accurate customer contact volume forecasts that help the team plan staffing ahead of peaks
• A live CX data feed powering Marketing campaigns with measurable revenue
• System issues caught before customers ever notice

You'll thrive here if you

• Have 5+ years in a CX systems, CX analyst, business analyst or data role, ideally in high volume eCommerce
• Can turn messy data into a clear story and present it confidently to senior leaders and non technical teams
• Have administered Gorgias or a similar helpdesk platform
• Use AI tools daily to analyse data and build workflows (prompt engineering or AI agent experience is a big plus)
• Are strong in Excel or Google Sheets, SQL and BI tools like Looker Studio or Power BI
• Understand privacy and data protection (Australian Privacy Act, GDPR or similar)
• Know Shopify and returns platforms like Loop, and have built forecasting models
• Notice the details others skip. If that's you, write the word "thongs" at the very top of your CV so we know you read this far
• Bonus: marketing data, segmentation or revenue attribution, plus APIs, Zapier or Apps Script

This probably isn't for you if

• You want to be handed a spec and told what to build
• You'd rather stay behind the dashboard than stand up and explain what it means
• You've used AI tools a few times but don't use them every day
• You're happy reporting the numbers without asking why they moved