Hybrid Customer Experience Analyst — Insight-Driven CX

Milwaukee Tool Australia & New Zealand; City of Melbourne; Hybrid; AUD 80,000 - 105,000; Full time

Benefits offered by this job

Discounts on Milwaukee products

Hybrid working model

Professional development programs

Employee Assistance Program

Social events and recognition

Job summary

Milwaukee Tool Australia & New Zealand is seeking a Customer Experience Analyst to uncover customer needs, map journeys and turn insights into meaningful improvements. The role reports to the Senior Customer Experience Manager and involves interviewing end users, analysing feedback and supporting CX initiatives across the business.

You will collaborate with cross-functional teams, contribute to the CX roadmap, and help deliver priority projects as part of a world-renowned trade brand.

Qualifications

• 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.
• Solid comprehension of basic AI tools (e.g. Copilot) and willingness to utilise AI to improve efficiencies and outputs.

Responsibilities

• 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.

Skills

Customer experience

Interviewing

Journey mapping

Stakeholder engagement

Qualitative research

AI tools familiarity

Tools

Copilot

Job description

Milwaukee Tool Australia & New Zealand is seeking a Customer Experience Analyst to uncover customer needs, map journeys and turn insights into meaningful improvements. The role reports to the Senior Customer Experience Manager and involves interviewing end users, analysing feedback and supporting CX initiatives across the business.

You will collaborate with cross-functional teams, contribute to the CX roadmap, and help deliver priority projects as part of a world-renowned trade brand.