Help us deliver like never before
Australia Post is delivering like never before. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride.


About the opportunity
We're committed to enhancing customer experience, and our upgraded Customer Experience program will help us listen and serve our customers better than ever.
As CX Analyst, you will be responsible for analysis and reporting directly on the Customer Advocacy program, including NPS across all pillars of the Enterprise. This role will undertake day-to-day Customer Advocacy research program requirements, including ongoing monitoring of program health, data preparation for research execution and analysis of quantitative and qualitative feedback.
This role will focus on supporting the data preparation, maintenance, access and analysis that underpins the CX program and support the accessibility of CX for the business.


What you’ll deliver with us

• Continual monitoring of CX System operating health e.g. inviting numbers, response rates, data flow to relevant access points to ensure program operates as intended
• Identify disruptions (or risk of disruption) to the operating system that impacts health to address / resolve to maintain operating system health.
• Maintain (and develop where necessary) QA process and documentation of changes across the CX program to support effective QA, governance and data integrity.
• Analysis of CX feedback results as required and synthesise key themes apparent in the customer data.
• Support the communication of insights across Australia Post, championing our customer-led culture.
• Develop materials to identify and communicate opportunities, risks and impacts, supporting senior team members timely communication between stakeholders

About you
You are ready to embrace an exciting new challenge with an exceptional team, eager to unlock your full potential and make a meaningful impact.
We’re seeking an exceptional individual with a keen eye for detail and outstanding organisational and time management skills. You thrive on following systems and procedures meticulously, a curious explorer of data to develop insights and excel in collaborative environments.


You’ll also need

• 3 years + experience in market research including day to day monitoring and maintenance supporting CX programs.
• Experience delivering analytical pieces of work including visualisation of insights
• Experience with CX Specific software / platforms e.g. In Moment, Qualtrics
• Research & Analysis specific software experience

How we’ll deliver for you

• Join one of the most culturally and linguistically diverse workforces in Australia, where we’re all ages, genders and come from all walks of life.
• We deliver on our values of Trust, Inclusivity, Empowerment and Safety every day. They’re the TIES that bind our team together.
• Immerse yourself in the AP Way – where every single team member partakes in a learning module to help understand the vital role we play in delivering on our strategy and purpose.

We’re delivering together
At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees.
We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees. We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace. If you have any questions about accessibility, please contact our Diversity & Inclusion team on inclusivecareers@auspost.com.au