Experience Insights Specialist

Work options: Remote Flexible Location: Remote work available for candidates based in NSW, VIC, or QLD. Please note: This role is not available to candidates located in WA or SA.

• Flexible location: Work from home / Sydney / Melbourne / Brisbane / Canberra

Your opportunity Your role as Experience Insights Specialist will own the generation of regular and ad-hoc reporting of customer experience, employee experience and brand experience, to support management and colleagues across Aruma. The role supports the Customer Experience & Solutions Manager in coordinating capture of, collating, and presenting information that measures performance, customer and employee engagement and satisfaction, and feedback on the management of customer supports and programs that are linked to the customer’s NDIS plan/packages. A day in the life of an Experience Insights Analyst...

• Integrate the collection of customers, family member, and employee feedback to analyse and report, supporting Aruma’s continuous improvement ambitions.
• Coordinate and gather data and information for reporting, to produce analytics for measurement and evaluation to management.
• Support and participate in the piloting and testing of new technologies to obtain customer, employee, and brand feedback.
• Develop surveys and discussion guides for research purposes, obtain qualitative and quantitative research surveys that measure the full customer and employee experience.

Skills And Experience Which Will Make You Stand Out…

• Tertiary qualifications in a relevant business discipline, or equivalent experiences.
• Strong analytical skills and the ability to present statistical information in accessible and engaging ways to a range of stakeholders.
• Demonstrated skills in basic statistics collation and dashboard style reporting.
• Experience working with quality management, governance systems, data and reporting or a similar field.
• Knowledge of human centered design, and experience in conducting customer research.
• Experience using survey platform tools (e.g., Qualtrics, Medallia, InMoment, Forsta, etc).

Benefits of working with Aruma!

• Competitive Salary Package: Be rewarded for your hard work with an attractive salary, plus a laptop.
• Salary Packaging: Increase your take-home pay. Access to NFP salary packaging up to $15,900 for living expenses and additional $2,650 for meal and entertainment expenses each year tax free. Salary Packaging Calculator | Accesspay
• Continuous Learning Opportunities: Work alongside industry-leading professionals who are dedicated to helping you excel and advance your career.
• Work-Life Balance: Enjoy the freedom to create a flexible schedule that fits your lifestyle, with options that put you in control.
• Supportive Team Environment: Focus on what you do best, with strong operational and administrative support behind you every step of the way.
• Incredible Perks: Fitness Passport and confidential counselling through our Employee Assistance Program, we take care of our team.
• A Culture Like No Other: Be part of a vibrant, positive work environment filled with team-building activities and a strong sense of community.
• Call to Action: Join Aruma, where your career journey and well-being are our top priorities.

About Us Aruma is a leading Australian for-purpose, values-driven organisation dedicated to helping people with disabilities live the life they envision. Operating across Eastern Australia, Aruma supports over 5,000 individuals, employs more than 5,000 staff, and boasts an annual turnover of around $500 million. The organisation is undergoing significant transformation as the NDIS and social and technological advancements reshape the landscape of disability support in Australia. Aruma | Disability services. Putting you first. Ready to make a change? Apply Now! Only applicants with the right to work in Australia will be considered. Shortlisted applications will be required to undergo pre-employment probity checks. We will be actively shortlisting during the advertising period and reserve the right to close this advert prior to the advertised date.