Customer Experience Expert
5 days ago
About Us
\At Clarus Group, we're committed to helping drive sustainability by laying the foundations for the decarbonisation of our network and developing green alternatives like New Zealand's first renewable biomethane and hydrogen pipeline projects.
\Your Role
\We're seeking a highly skilled Senior Performance & Process Analyst to join our new Customer team. As the lead analyst, you'll play a pivotal role in ensuring a great customer experience by analysing and improving customer-related processes and data to drive customer satisfaction, loyalty, and business performance.
\You'll be responsible for deep diving into customer metrics, providing insights, identifying pain points, recommending and working within the business to implement improvements to both customer interactions, our outsource partner, and internal operational workflows.
\What We Offer
\We offer a competitive salary, bonus/STI opportunity, additional leave entitlements, flexible working arrangements, and free insurances and health checks. Our award-winning wellness programme recognises you're more than the job you do and supports you with initiatives like an annual wellness grant and access to professional wellbeing services for you and your whānau.
\Key Responsibilities
\This role requires a blend of performance analysis, process reengineering, and collaboration with cross-functional teams to ensure customer success and operational excellence. You'll need:
\- \
- A relevant tertiary qualification in a business, commerce or an operations related discipline\
- Proven experience improving customer satisfaction, experience and performance through customer-driven strategies and building tools from scratch\
- Excellent process and analytical thinking skills with an orientation for continuous improvement and innovation\
- A proven passion for customers being at the heart of what you do\
- Unique ability to explain data, insights and improvements to all levels of the business\
- Strong experience with customer software, systems/ tools and CX analytics\
- Exceptional relationship management, change management and influencing skills with the ability to work effectively across teams\
- Previous experience in the B2C/retail and within commercial environments would be advantageous\
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