• Become part of our family and make a difference to young Australians through supporting their education
• Permanent Full Time position
• Sydney, NSW / Flexible location

The Smith Family is a children’s education charity that helps young Australians experiencing disadvantage to create better futures for themselves through harnessing the power of education.

We are seeking an experienced Digital Customer Experience Analyst to join our family. Reporting to the Customer Experience Manager and working alongside dedicated, energised, and passionate team members, this role will be part of a positive, supportive and collaborative team, disbursed across Australia with a unique opportunity to help shape the digital experiences of Learning for Life families and students.

About our role

You will be responsible for:

• Collaborating with CX Manager, UX Designer and UI Designer throughout the Discovery, Design and Development process
• Maintaining new and existing SaaS platforms (e.g. Zendesk and GetFeedback), in addition to the planning, rollout and implementation of new features and functionality across these platforms
• Working with stakeholders to define measures of success and required analytics to create reports across SaaS platforms and monitor these reports to identify potential issues and opportunities to enhance the digital customer experience
• Inputting into, and creating voice of the customer opportunities, such as surveys, online activities, and workshops (both in-person and online) with internal and external stakeholders
• Contributing to the design and development of proofs of concepts and prototypes for new digital products and experiences
• Contributing to Voice of the Customer (VoC) activity timelines and a calendar of VoC activity

About you

As well as passion for community, you will bring the following:

• Experience using digital products and SaaS platforms such as Zendesk and GetFeedback (administrator experience desirable)
• Proficient computer literacy and advanced skills in MS Office and web technologies
• A passion for delivering experiences and products that delight customers
• Data-driven, with an ability to identify themes and opportunities for enhancements
• Technically minded, with high attention to detail
• Ability to understand and analyse data and communicate insights.
• A positive, can-do attitude, with ability to work in a team as well as autonomously

About our culture

The Smith Family has employees at the centre of its values and operations. We nurture a supportive and inclusive culture that enables people to achieve personal and professional goals, through collaboration and innovation. With a proven work-life balance, wellbeing and health are our top priorities. Enjoy many other benefits, such as tax concessions and flexible working arrangements.

If you are passionate about what you do, committed to make a difference and this sounds like your next role, please click apply, we’d love to hear from you. You may view the position description here or see the attachment below.

Due to the nature of this role, the successful candidate must be prepared to undertake a National Police Check and a Working with Children’s Check. We are an equal opportunity employer and are committed to principles of cultural diversity. Applications from people of Aboriginal and Torres Strait Islander descent are encouraged.

The Smith Family is obligated to comply with Federal, State and Territory Government Rules and Health Orders. For roles that fall under Health Orders, to be eligible applicants will either need to provide proof of Vaccination or a Medical exemption.