Network Customer Experience Analyst

Job Description

Bring your ‘you’ to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. We’re better and bolder together. 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: A Customer Experience Data Analyst within Technology Service Operations is responsible for collecting, analysing, and interpreting customer and network data from various touchpoints to identify trends, pain points, and opportunities for improvement, ultimately providing actionable insights to enhance customer satisfaction and loyalty across a company's operations. The purpose of the role is to have a deeper understanding of data requirements to build, evolve, and operate Customer Experience use cases that result in improving NPS, reducing Churn, and increasing Revenue for TPG Telecom. You'll make impact by: Collect, organise, standardise Customer and Network data from internal and external sources. Collaborate with business users to understand their needs, gather detailed requirements, and translate them into functional specifications for CX use cases. Conduct statistical analysis to identify patterns, trends, and correlations within the data. Analyse key customer experience metrics and identify customer pain points and areas for improvement. Write and maintain automated test scripts using programming languages like Python, Java, or JavaScript, leveraging established testing frameworks (e.g., Selenium, JUnit, pytest). Develop comprehensive reports and dashboards to visualize key customer experience metrics and trends. Communicate insights and recommendations to relevant stakeholders including Operations, Engineering, Marketing, Sales, Product Development, and Customer Service teams. Work closely with cross-functional teams to implement data-driven improvements based on customer insights. Monitor the effectiveness of implemented changes and adjust as needed. Identify opportunities to enhance existing CX use cases and optimize processes based on feedback and performance metrics. Provide training to end users on how to interact with CX models and dashboards. What you’ll bring: Proficiency in data analysis tools (e.g., SQL, Tableau, Power BI, Python, R). Familiarity with CRM systems and customer feedback platforms. Understanding of statistical methods and data modelling techniques. Modelling data in visualisation tools i.e. Grafana, Splunk, Power BI etc. Ability to interpret complex data sets and extract meaningful insights. Strong problem-solving skills to identify root causes of customer issues. Capability to translate data into actionable recommendations. Excellent written and verbal communication to effectively present findings to diverse audiences. Ability to collaborate effectively with cross-functional teams. Deep understanding of customer needs and expectations. Passion for improving customer experience and driving customer loyalty. 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. #LI-Hybrid #J-18808-Ljbffr