As the Customer Experience Analyst, you'll play a key part in enhancing the financial services experience for our growing customer base. With a focus on analysis and reporting, you'll use your exceptional data skills to uncover valuable insights that drive continuous improvements to our products and services.
Key Responsibilities: Support the Portfolio Manager and the Channel Manager to improve the overall customer experience with Latitude credit cards end-to-end.Be responsible for the customer journey mapping optimisation via different card types.Proactively monitor all channels customer experience, business impact and internal BU's requests on new features, bugs fixes and other requirements approved by the executives.Partner with external vendors on various projects and researches when needed.Work closely with the Channel Manager, the design team and vendors on UI/UX design, App and LSC designs.Present CX project progress and performance results to key internal stakeholders during regular meetings.Utilise Jira, Miro, Confluence and other tools to bring up CX new initiatives and demonstrate customer journey optimisation roadmap.Perform any other duties as may be reasonably required from time to time. Qualifications: Solid background and understanding of the credit card or lending industry.Extensive experience in customer experience optimisation and customer journey mapping.Proof of records on conversion based optimisations on webpages, online forms, mobile apps, conversion funnels etc. in the financial industry.Ability to deliver complicated projects together with Tech and Business teams.A great collaboration attitude and on track delivery experiences on projects.Exceptional analytical & problem-solving skills.Good understanding of Salesforce Marketing Cloud user segmentation and journeys.Advanced user of Google Analytics, LookerStudio and Miro.Strong presentation skills on the CX initiative, brief, Q&A and milestone reviews.Great communication and presentation skills.
Sometimes the best candidates don't have 100% of what is listed above, but if you have most and are confident, you would be a good fit; we would love to hear from you!
Benefits:
In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.
About Latitude:
Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans, and insurance is what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values: Act Right, Show Care, Be Curious.
Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days.Flexibility @ Latitude: Flexible work arrangements - balance work and personal responsibilities, Hybrid set up - work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate / bereavement leave.Yearly salary reviews.
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.
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