Don't settle for ordinary – we welcome those on the hunt for more! At Lion, we believe that life is short and working in our Service Excellence team just feels different when you sit at the heart of human connection and good times. So put a spark back in your day, working in an exciting industry as unique as you and with outstanding brands that those around you know and love like Speights, Smirnoff & Wither Hills!
We're looking for a skilled individual to join the team as our Business Analyst, reporting to our CX Optimisation Programme Manager and based in Auckland. Working in a team of 5, you will improve Lion's Customer Experience through continuous improvement initiatives and process development to enable more effective service performance.
Your key responsibilities will be but are not limited to:
• CX initiatives defined, user/customer tested and delivered in line with the company strategy.
• Support planning, analysis, insight generation and reporting to deliver deep insights and advice to support decision making and produce positive change.
• Facilitate the build of ad hoc reporting to monitor and improve service experience
• Drive critical business decisions by analysing metrics and designing reports
• Monitor initiative outcomes and incrementally refine to improve experiences and maximise efficiency
• Work collaboratively with business stakeholders to provide, update and review all manuals and process documentation in line with initiative requirements
• Build & Maintain Key Stakeholder engagement and communication throughout initiatives
• Lift team capability through implementation support, building skills & knowledge to drive increased customer satisfaction.
We're looking for someone who:
• Is solutions-focused and has a proactive mindset with excellent problem-solving skills
• Has experience working in agile project teams
• Has experience leading Continuous Improvement, Technology or Automation projects through all stages of the project lifecycle
• Has experience in analysis and reports and delivery to senior stakeholders
• Has a Tertiary qualification in Business/IT or equivalent experience
At Lion, we offer 'growth on tap' and you'll get hooked on reaching higher with each new challenge. No matter your chosen career, for those thirsty for more we have endless experiences to learn and grow. But don't worry, you don't have to choose between your career and other life priorities – we have fantastic people, policies and programs in place to empower you to lead a career and life less ordinary.
We are committed to diversity, equity, and inclusion, and leveraging unique perspectives to innovate and grow.
If you need specific support or accessibility adjustments during the recruitment process, please reach out to us via ******. This includes supporting transgender and gender diverse applicants as we understand the unique challenges and concerns these individuals might have.
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