You will be part of the Group Remediation and Systemic Customer Issues team led by the General Manager. The team has two key functions:
- Group Remediation
- Systemic Customer Issues
Together, both functions aim to either directly or in assisting Business Units, to identify and address and customer loss or disadvantage.
This role is responsible for:
- Completing detailed analysis on customer complaints to define in scope customers
- Creating and validating data sets that are used in the Proof of Concept and in the final production data set
- Contributing to the development of business rules that meet project remediation requirements
- Providing support to business units reviews
Responsibilities
- Leading the data analytics requirements of the project to that include designing business rules via analytics, identifying in scope customer cohorts, perform the analysis and testing of final set of in-scope complaints
- Develop and finalise a data driven Proof of Concept (PoC)
- Implement, assure and finalise the final production data set that includes specific in scope customer cohorts to be handed to business units
- Robust testing and assurance process management of data set in accordance with the remediation project requirements.
- Supporting Business Units in sample testing to ensure alignment to project remediation principles and assurance requirements
Skills & experience
- Demonstrated structured problem solving methodology and analytical capability
- Background in leading remediation, PoC or specific datasets using GDW and SQL
- Excellent stakeholder management and communication skills (written and verbal)
- Strong project management skills to deliver business-led initiatives
- Experience with complaint data is preferred
For more information or a confidential discussion, please contact Aine on 02 9409 4817 quoting reference: 199360
