Client and User Experience Specialist

About UsRelationships Australia Queensland (RAQ) is a leading provider of relationship and family support services.  We believe healthy relationships are essential for the well-being of children, families and communities.  We are committed to offering the best possible counselling, mediation, education and support services, and are committed to social justice and inclusion.  Find out more about our values, benefits and employee experience by watching this video!About the RoleWe’re now accepting applications for a full time (37.5 hours per week), Client and User Experience Specialist role within our Virtual Services team located at our Eight Mile Plains offices. This is a 12 month fixed term role until May 2025.The purpose of this position is to provide program wide data, reporting requirements and business analysis support in driving service improvement initiatives, improving operational quality, productivity, and management control, using performance data, contact centre metrics and enhancement of system capabilities. They will be accountable for leading and facilitating best practice design and will ensure delivery of a seamless and consistently excellent client experience.The key responsibilities of this position include:Lead the design and implementation of client best practice in line with the PRISM/Lean methodologies across all Virtual Services (VS) teams.Prepare accurate and timely reports for senior management team on key performance and productivity trends within the region.Undertake data manipulation, sorting, and analysis tools (Database, Pivot table, etc.).Identify key data sources and utilise data driven insights to effectively improve business decisions.Initiate innovative ways to improve processes, products, and client experienceApproach strategic and tactical business projects with understanding of client service requirements, business environment, business drivers and operational environment to assist projects in delivering a positive result for client and strategic objectives.Provide valuable insights and statistics to support new tender applications.About YouTo be successful in this position, you will:Relevant Tertiary qualification in Business Statistics or Data ScienceBusiness Systems knowledge (Twilio, Calabrio and Microsoft Analytics)Lean/Six Sigma knowledge/ qualifications (Green Belt and above)Business Systems knowledge (Twilio, Calabrio and Microsoft Analytics)Strong experience in Workforce Management and FTE CalculationStatistical Analysis and Predictive modellingExperience in Contact Centre reportingHuman Cantered Design MethodologiesAn in depth knowledge of RAQ programs and services and Human Services Quality Framework, ISO: 9001 is highly advantageousWhat We Can Offer YouThe salary being offered is between $101,708.62 to $106,195.52 per annum, to be negotiated depending upon qualifications and experience, plus superannuation. We also offer our employees as follows:Work-life balance and flexible working hoursAdditional annual leave over the Christmas period, annual leave loading, and study leaveA supportive team environment and opportunity for professional developmentSalary packaging options available of up to $15,900, which will significantly increase the value of take-home payHow to ApplyTo apply, send us your resume and a cover letter, outlining your demonstrated experience in each area. Applications can be submitted by clicking Apply Now!Please note that We will be reviewing applications as they’re received, so we encourage you to submit your application before closer to advertisement.Applications close at 4pm on 3 May 2023.HR - PD - Client and User Experience Specialist AUD Eight Mile Plains 4113

Client and User Experience Specialist

About Us

Relationships Australia Queensland (RAQ) is a leading provider of relationship and family support services.  We believe healthy relationships are essential for the well-being of children, families and communities.  We are committed to offering the best possible counselling, mediation, education and support services, and are committed to social justice and inclusion.  Find out more about our values, benefits and employee experience by watching this video!

About the Role

We’re now accepting applications for a full time (37.5 hours per week), Client and User Experience Specialist role within our Virtual Services team located at our Eight Mile Plains offices. This is a 12 month fixed term role until May 2025.

The purpose of this position is to provide program wide data, reporting requirements and business analysis support in driving service improvement initiatives, improving operational quality, productivity, and management control, using performance data, contact centre metrics and enhancement of system capabilities. They will be accountable for leading and facilitating best practice design and will ensure delivery of a seamless and consistently excellent client experience.

The key responsibilities of this position include:

  • Lead the design and implementation of client best practice in line with the PRISM/Lean methodologies across all Virtual Services (VS) teams.
  • Prepare accurate and timely reports for senior management team on key performance and productivity trends within the region.
  • Undertake data manipulation, sorting, and analysis tools (Database, Pivot table, etc.).
  • Identify key data sources and utilise data driven insights to effectively improve business decisions.
  • Initiate innovative ways to improve processes, products, and client experience
  • Approach strategic and tactical business projects with understanding of client service requirements, business environment, business drivers and operational environment to assist projects in delivering a positive result for client and strategic objectives.
  • Provide valuable insights and statistics to support new tender applications.

About You

To be successful in this position, you will:

  • Relevant Tertiary qualification in Business Statistics or Data Science
  • Business Systems knowledge (Twilio, Calabrio and Microsoft Analytics)
  • Lean/Six Sigma knowledge/ qualifications (Green Belt and above)
  • Business Systems knowledge (Twilio, Calabrio and Microsoft Analytics)
  • Strong experience in Workforce Management and FTE Calculation
  • Statistical Analysis and Predictive modelling
  • Experience in Contact Centre reporting
  • Human Cantered Design Methodologies
  • An in depth knowledge of RAQ programs and services and Human Services Quality Framework, ISO: 9001 is highly advantageous

What We Can Offer You

The salary being offered is between $101,708.62 to $106,195.52 per annum, to be negotiated depending upon qualifications and experience, plus superannuation. We also offer our employees as follows:

  • Work-life balance and flexible working hours
  • Additional annual leave over the Christmas period, annual leave loading, and study leave
  • A supportive team environment and opportunity for professional development
  • Salary packaging options available of up to $15,900, which will significantly increase the value of take-home pay

How to Apply

To apply, send us your resume and a cover letter, outlining your demonstrated experience in each area. Applications can be submitted by clicking Apply Now!

Please note that We will be reviewing applications as they’re received, so we encourage you to submit your application before closer to advertisement.

Applications close at 4pm on 3 May 2023.