Customer Experience Analyst

Description:

eHealth NSW enables patient-centred care in NSW by providing technology services which connect people, data and systems. We partner with health agencies and the technology sector to provide a digitally enabled and integrated health system for patients, clinicians and the NSW community. Focus areas for eHealth NSW include core clinical systems, infrastructure, security, workforce and business management systems, data and analytics as well as digital innovation.

We are looking for a Customer Experience (CX) Analyst to support our Voice of Customer (VOC) activities end-to-end and customer experience improvement projects for eHealth NSW. Reporting into the CX Manager of our Customer Experience team, your main focus is in setting up customer feedback mechanisms, analysing feedback and generating customer insights that will guide CX improvement opportunities across a broad range of initiatives which impact the patients, clinicians and NSW community we serve. The diversity of customers we interact with is broad and therefore you will always be learning. We are in the process of building the CX function at eHealth which involves recruiting people, developing processes, and adopting the technology to enable the function. With this comes an interesting opportunity for the CX Analyst to help set the team up for success.

We have the systems and policies in place to support flexible working, which may include a mix of working from home and / or in one of our offices.

Take a look at the POSITION DESCRIPTION for more role information including the selection criteria.

If you have experience in customer research in a large complex environment, then we encourage you to apply. The skills, knowledge and experience we are looking for in you include:

• Relevant qualifications and experience in customer research, that involved supporting end-to-end research projects from design stage to producing actionable insights and reports
• Experience in quantitative data analysis with proven ability to synthesise multiple information sources using data analysis software (e.g. Excel, R, SAS).
• Experience working in a fast-paced environment with proven ability to manage multiple projects and change activities.

  People join eHealth for a range of reasons:

• Work towards bettering the lives of patients in NSW.
• We are one of the largest technology services organisations in the southern hemisphere and we partner with key players in the sector.
• We offer a range of formal and informal training programs in both management and technical skills for staff at all levels.
• Benefits include flexible work arrangements, well-being programs, a range of paid and unpaid leave, financial salary packaging and annual leave loading.