# Digital Success Analyst

**Company**: Telstra
**Experience**: mid
**Job type**: permanent
**Category**: Data Science
**Industry**: Technology

**Apply**: https://telstra.wd3.myworkdayjobs.com/en-US/Telstra_Careers/job/Australia-Flexible/Digital-Success-Analyst_JR-10172869-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_429dbfbc-c07

## Description

The Digital Success Analyst is responsible for driving measurable improvements in digital performance, customer experience, and operational efficiency through data-led insights, performance measurement, and optimisation.

The role focuses on identifying opportunities to increase BOT containment, serviceable containment, self-service adoption, and customer engagement by analysing customer behaviour, uncovering friction points, and providing actionable recommendations.

**About the Role**

Are you passionate about using data, customer insights, and digital performance metrics to drive meaningful business outcomes? We're looking for a Digital Success Analyst to help optimise customer experiences, improve digital channel performance, and support Telstra's digital transformation journey.

**Responsibilities**

- Analyse digital performance, customer journeys, and business data to uncover insights and improvement opportunities.

- Develop and maintain KPI frameworks, dashboards, and reporting that drive informed decision-making.

- Identify and address customer pain points, self-service failures, and drivers of assisted contacts through data-led analysis.

- Partner with cross-functional teams to improve customer experience, digital engagement, containment outcomes, and operational efficiency.

- Influence stakeholders with actionable recommendations backed by data and customer insights.

- Monitor performance against OKRs and key business metrics, ensuring initiatives deliver measurable outcomes.

- Support the optimisation of digital and self-service experiences through continuous improvement initiatives.

**Requirements**

- Experience in digital analytics, business performance, customer insights, or digital optimisation roles.

- Experience with analytics and reporting tools such as Power BI, Tableau, SQL, Excel, Adobe Analytics, Google Analytics, or similar.

- Experience analysing and optimising customer journeys and digital experiences.

- Strong analytical and problem-solving skills, with the ability to translate complex data into actionable business recommendations.

- Experience developing performance reporting, KPI frameworks, and dashboard solutions.

- Ability to analyse customer journeys, identify root causes, and drive improvement initiatives.

- Strong stakeholder management and communication skills, with the ability to influence and collaborate across teams.

- Experience working in Agile environments is highly regarded.

- Hands-on experience working with Microsoft SQL Server, Azure Data Factory, AWS Redshift, and cloud-based data platforms to support analytics and reporting solutions is essential.

- Preferably with experience developing and maintaining ETL/ELT pipelines using Azure Data Factory and integrating data from multiple enterprise systems and sources.

## Skills

### Required
- Power BI
- Tableau
- SQL
- Excel
- Adobe Analytics
- Google Analytics
- Microsoft SQL Server
- Azure Data Factory
- AWS Redshift
- data analysis
- customer insights
- digital optimisation

### Nice to have
- Agile
- ETL/ELT pipelines

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Source: [Apply at telstra.wd3.myworkdayjobs.com](https://telstra.wd3.myworkdayjobs.com/en-US/Telstra_Careers/job/Australia-Flexible/Digital-Success-Analyst_JR-10172869-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)