Customer Experience Analyst (Remote)

100% remote job Customer Experience Analyst | Latitude Financial Services | Australia 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. Let’s look at some 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 interal stakeholders during regular meetings • Utilise Jira, Miro, Confluence and other tools to bring up CX new initiatives and demostrate customer journey optimisation roadmap • Perform any other duties as may be reasonably required from time to time Ideally, we’re looking for the following:  Let’s look at you: • With a 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 financail industry • Can deliver complicated projects together with Tech and Business teams • A great collaboration attitude and on track devliery experiences on projects • Has exceptional analytical & problem-solving skills • A good understanding of Salesforce Marketing Cloud user segmentation and journeys • An 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! Sounds like you? That’s a good sign! 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. We’re Latitude, partners in money 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. Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home