Customer Care Reporting & Insights Analyst

About the role

A 6-month business-based contract in Melbourne to support Customer Care through accurate, timely reporting, data analysis and actionable insights. The role improves operational performance, customer outcomes and management decision-making, and reports to the Quality & Performance Lead.

Key responsibilities

• Prepare, maintain and distribute regular operational and performance reports.
• Analyse customer care data to identify trends, performance gaps, emerging issues and improvement opportunities.
• Develop and enhance Excel-based reporting, dashboards and analytical tools.
• Consolidate and interpret data from multiple business systems and sources.
• Streamline and automate reporting processes to improve efficiency, accuracy and consistency.
• Support ad hoc analysis and reporting requests from Customer Care leadership.

Required profile

• Experience in business reporting, operational analytics or performance analysis, ideally in a customer service, contact centre or operational environment.
• Ability to work independently and engage effectively with operational stakeholders.

Required skills

• Advanced Excel, including pivot tables, complex formulas, data manipulation and reporting.
• Strong data literacy, analytical thinking and attention to detail.
• Experience building operational reports, dashboards and performance insights.
• Power Query, Power BI and Power Automate experience highly desirable; exposure to AI-enabled analytics and automation tools is advantageous.