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.