Customer Operations Analyst

Description:

This role is part of the Customer, Operations & Outcomes division, Northwest Operations team and sits in the Customer & Operations function. The role reports to the Manager, Operations Analytics & Benchmarking.

The Customer & Operations Analyst analyses data and provides advice on a range of matters associated with Sydney Metro’s operational performance and customer insights. This role also reviews and develops documentation related to the operational and contractual requirements associated with operating the Sydney Metro Northwest line.

This role will see you working on critical reporting that is used to inform decisions made at senior levels of the organisation, as well as contributing to process improvements to current reporting procedures.

• Undertake, and manage research and analysis of customer information, feedback and other available customer data to identify opportunities for service improvement through the delivery of projects
• Extract, analyse and report customer and operational data, metrics and dashboards, using a range of a range of exploratory data analysis techniques and provide appropriate reports and recommendations
• Support customer advocacy for the needs of the customer across the Sydney Metro product through the use of customer research and data gathered from multiple sources, including TfNSW, to ensure informed decision making at planning, operational readiness and operations phase.
• Provide analysis to support a continuous improvement process for Sydney Metro customer requirements to inform new customer and stakeholder insight
• Undertake and commission research as required informing the design process and providing expert technical advice to design and delivery teams
• Demonstrate the five ways of leading behaviours to deliver organisational outcomes for our customers, our people and communities for the greater good