About this role
Full Time Mid-level Customer Experience Operations Optimisation Analyst in AI at TPG Telecom in Sydney, NSW, AU. Apply directly through the link below.
At a glance
- Work mode
- Office
- Employment
- Full Time
- Location
- Sydney, NSW, AU
- Experience
- Mid-level
Core stack
- Stakeholder
- Performance
- Power BI
- Feedback
- Excel
- SQL
Quick answers
What skills are required?
Stakeholder, Performance, Power BI, Feedback, Excel, SQL.
TPG Telecom is hiring for this role. Visit career page
Sydney, Australia
TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco; we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.
Could that be you?
Your opportunity
The Customer Experience Operations Optimisation Analyst will surface actionable insights from contact centre interactions and customer surveys across multiple channels to improve customer journeys and operational performance for all TPG Telecom brands. The role blends quantitative and qualitative analysis to identify friction points, reduce avoidable demand, and improve customer experience.
Responsibilities
- Conduct quantitative and qualitative analysis using contact centre data/tools and customer survey metrics/feedback to deliver actionable insights
- Communicate trends, issues, insights, and opportunities using data and visualisations to both technical and non-technical stakeholders, in creative and relevant ways for the problem statement at hand
- Support with Operational outputs and value add insight into the ‘why’ behind operational performance
What you’ll bring
- Strong insight storytelling and stakeholder influence skills, including executive-level presentations
- Proven track record of driving measurable improvements (e.g., reduced repeat contacts, lifted NPS)
- Excellent written and verbal communication; high attention to detail; ability to prioritise in a fast-paced environment
- Proficiency with Power BI and SQL (intermediate level or above), plus advanced Excel
What's in it for you?
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ – Access to a free mobile plan
- ‘Stay Connected NBN’ – Access to a free NBN 100 plan
- ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts
Come join us and build a better future. Apply today.
Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.
TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.
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