Data Analyst (Customer Experience)

About Ferocia

We're the team behind Up, but under the hood, we're Ferocia - a passionate tech company driven by financial inclusion. Since 2011, we've been crafting innovative financial tools, starting with the digital platform for Bendigo Bank. We believe technology can empower everyone, from the advantaged to the disadvantaged, which is why Up was born.

Now, as part of the Bendigo and Adelaide Bank family, we combine the agility of a small company with the reach and stability of a major player. Together, we're carbon neutral, community-focused, and dedicated to high standards of corporate governance. Our mission? To leverage technology to help Australians move from financial stress and anxiety to a place of confidence and empowerment.

Want to join us? We'd love to hear from you

The Role

We’re looking for an experienced mid-level data analyst or data scientist to join Up’s Customer Experience team.

This is a unique opportunity to join a small but impactful Customer Experience (CX) team focused on deepening our understanding of Upsiders and improving their experiences. We’re looking for a motivated, curious, and collaborative analyst who can transform data into meaningful insights and mature our approach to leveraging quantitative data in how we understand customer journeys and make customer and data-driven decisions.

As part of the CX team, your focus will be to uncover insights into our customers - their needs, behaviours, and pain-points. You’ll work closely with Product, Marketing, and Operations teams, making data-driven recommendations that will have a tangible impact on our business and customer satisfaction.

The day to day for this role might include:

• Helping to build and mature our customer experience metrics and methodologies, ensuring they are robust, actionable, and provide a holistic view of customer sentiment, engagement, and satisfaction.
• Building visualisations that expose the health and performance of our customer journeys, proactively investigating the key drivers behind our CX metrics.
• Running with projects and or initiatives focused on understanding and improving the customer experience - sometimes you’ll be supporting, while other times you’ll be leading.
• Collaborating with subject matter experts to map out customer touch-points, using data to tell a more complete story and identify opportunities for improvement.
• Refining how we capture, interpret, and leverage CX insights to continuously enhance our customer journeys and drive impactful business decisions.
• Presenting insights and analysis to the team and broader business through clear verbal, visual, and written communication.
• Creating tools and dashboards that empower team members to access and leverage customer data, facilitating better decision-making across teams.
• Partnering with other data experts and teams on cross-functional initiatives to improve customer experience across different touch points.
• Supporting with data to help the team understand how we are tracking against regulated customer experiences like complaints.

What we're looking for

• Experience — This is a mid-level role focused on CX analysis and insights to inform and support CX initiatives. You’ve been performing similar work as a Data Analyst, or in related roles such as Insights Analyst, for around 3 years.
• Technical skills — Strong SQL skills, data analysis skills, statistical skills and familiarity with tools such as Metabase, Big Query, Tableau or Amplitude (we mostly use Metabase & Big Query).
• CX Knowledge — A solid understanding of CX metrics (e.g., NPS, CSAT, CES) and experience working with customer feedback and VoC (Voice of Customer) data is highly valued.
• Customer centricity — A passion for championing customers and elevating their stories through data.
• Communication — Ability to clearly summarise and communicate your analysis to technical and non-technical audiences in verbal, visual, and written media.
• Collaboration — Strong interpersonal skills with the ability to contribute to, and occasionally lead, projects that depend on collaboration across teams.
• Curiosity — An appetite to learn more about customer behaviour and the business functions you’re analysing, as well as a proactive approach to reframing questions and expanding your analyses.
• Initiative — Good organisational and prioritisation skills, especially when dealing with multiple teams, requests and stakeholders. Ability to understand complex business and data systems; versatility and willingness to learn new technologies on the job. Self-starter that can find valuable problems to solve.
• Industry experience — While not essential, familiarity with any of the relevant business function (customer support, service design, KYC, lending and other financial services) would be highly desirable.

Interview process

Note: while we will kick off interviews in the next week or two, the successful candidate will not start work until mid-late January 2025.

Working at Ferocia

We have a hybrid work culture where people can attend the Ferocia office as much or as little as makes sense for them, but we are currently only hiring in Melbourne (or adjacent areas) as we still value physically getting together at least a half-dozen times per year.

We offer:

• A small team of passionate people
• Generous leave and parental policy
• Flexible working schedule
• Great city office and perks (rooftop, gym and personal trainer, games…)
• Budget for personal development, training, and conferences
• Employee Assistance Program via Sonder
• Home loan rebates for our loans (conditions apply)
• Ongoing equity grants (conditions apply)

Not quite ticking every box? Throw your hat in the ring anyway! At Ferocia, we're all about shaking things up and rewriting the rules. We thrive on diversity and inclusion, and we wholeheartedly encourage you to step up and shine. Let us be the judge of your qualifications for this role – you just might surprise yourself!