Customer Insights Analyst

Coles; Melbourne; Hybrid; AUD 80,000 - 100,000; Full time

Job summary

A leading company in Australia is seeking a Customer Insights Analyst to enhance the online grocery shopping experience. The role involves analyzing customer feedback and collaborating with various stakeholders to drive strategy and improve sales. The ideal candidate is customer-focused, data-savvy, and ready to make a positive impact.

Benefits

Flexible working options

Gym facility and fitness classes

5% discount on purchases

Paid parental leave

Career development programs

Qualifications

• 2-3+ years of data analysis experience.
• Ability to connect details to the big picture.

Responsibilities

• Revamp and refresh the Voice of Customer program.
• Connect customer satisfaction with business outcomes.

Skills

Data analysis

Customer satisfaction

Clear communication

Problem-solving

Tools

PowerPoint

Excel

Medallia

PowerBi

Job description

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with over 115,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact.

About the team

As one of the biggest brands in Australia, we connect with millions of Australians each week. Whether it’s connecting our customers with relevant content through digital innovation, omni-channel storytelling or impactful advertising that reaches 98% of Australians, our Marketing team play an important role in driving our brand forward, helping Australians eat and live better every day.

About the role

The Customer Insights team are a customer-obsessed team committed to providing a better customer experience in-stores and online by telling the story of how our customers perceive and experience their grocery shopping experience.

We are looking for an all-star Customer Insights Analyst within the Customer Insights team to work on the Voice of Customer program, focusing on the online experience for customers. The analyst we’re looking for will be able to guide strategy to ensure the business is focussing its energy in the right areas to increase sales and market share.

Applications close Thursday 29th May.

What you’ll do

• Joining a fresh team looking to revamp and refresh our Voice of Customer program, you’ll:
• Connect customer satisfaction with business outcomes and initiatives
• Understand the big picture strategy and how to support it with data and feedback
• Work collaboratively with various stakeholder groups to support initiatives and utilise multiple resources to provide a full understanding of impact to business
• Provide regular support to Coles Online functions as the key Customer Insights stakeholder to senior and executive leader.

About You and Your Skills

You have at least 2-3+ years of data analysis experience under your belt and can connect details to the big picture. Totally customer obsessed you're ready to show how to improve the customer experience with well researched data and insights.

You’ll be confident telling human stories with numbers and other resources and demonstrate an evident desire to make a positive impact on how Australian consumers buy their groceries online.

You’ll also have:

• Data analysis and calculation and understanding of customer satisfaction surveys
• Highly skilled in PowerPoint and Excel
• Experience in data platforms such as Medallia, PowerBi, or other similar programs
• Clear communication and presentation skills, with ability to tailor information to different stakeholders
• Project management, time and deadline management, attention to detail, and problem-solving skills
• An understanding of the online grocery shopping experience as a customer.

#LI-MAR

What’s in it for you?

• Flexible working options: We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.
• Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
• Discounts: Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings.
• Reward through recognition: Give and receive recognition, linked to our Coles values, through our digital recognition platform ‘mythanks’. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
• Opportunities for learning and development: No matter where you start within our diverse business, you’ll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.
• Paid parental leave: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.
• Investment in your future: Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.

About the recruitment process

We’re continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.

We’re happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the ‘Our Recruitment Process’ section of our careers site or email [e-mail]

Job ID: 155576

Employment Type: Full time