Customer Experience Analyst (Remote)

Customer Experience Analyst | Latitude Financial Services | Australia

As the Customer Experience Analyst, you’ll play a key part in enhancing the financial services experience for our growing customer base. With a focus on analysis and reporting, you’ll use your exceptional data skills to uncover valuable insights that drive continuous improvements to our products and services.

Let’s look at some key responsibilities: 

• Support the Portfolio Manager and the Channel Manager to improve the overall customer experience with Latitude credit cards end-to-end
• Be responsible for the customer journey mapping optimisation via different card types
• Proactively monitor all channels customer experience, business impact and internal BU’s requests on new features, bugs fixes and other requirements approved by the executives
• Partner with external vendors on various projects and researches when needed
• Work closely with the Channel Manager, the design team and vendors on UI/UX design, App and LSC designs
• Present CX project progress and performance results to key interal stakeholders during regular meetings
• Utilise Jira, Miro, Confluence and other tools to bring up CX new initiatives and demostrate customer journey optimisation roadmap
• Perform any other duties as may be reasonably required from time to time

Ideally, we’re looking for the following:  
Let’s look at you: 

• With a solid background and understanding of the credit card or lending industry
• Extensive experience in customer experience optimisation and customer journey mapping
• Proof of records on conversion based optimisations on webpages, online forms, mobile apps, conversion funnels etc..in the financail industry
• Can deliver complicated projects together with Tech and Business teams
• A great collaboration attitude and on track devliery experiences on projects
• Has exceptional analytical & problem-solving skills
• A good understanding of Salesforce Marketing Cloud user segmentation and journeys
• An advanced user of Google Analytics, LookerStudio and Miro
• Strong presentation skills on the CX initiative, brief, Q&A and milestone reviews
• Great communication and presentation skills

Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident, you would be a good fit, we would love to hear from you! 

Sounds like you? That’s a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both. 

We’re Latitude, partners in money Latitude may seem like the new kid on the block, but it’s taken us almost a hundred years to become an overnight success. Digital payments, cards, loans, and insurance is what we offer – but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Act Right, Show Care, Be Curious. 

• Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days 
•  Flexibility @ Latitude: Flexible work arrangements - balance work and personal responsibilities, Hybrid set up – work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate / bereavement leave 
• Yearly salary reviews. 

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens. 

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