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June

Senior Customer Experience Analyst

Brighte - Sydney, NSW

Banking & Finance
Source: uWorkin

JOB DESCRIPTION

Brighter Together

At Brighte, we believe every Australian deserves access to a sustainable and comfortable home. How do we help Australian’s achieve this? We build innovative mobile and web platforms, responsible and seamless financial solutions, and relationships with customers and vendors that last. Our addressable market is massive and rooted in a positive mission that empowers Australian’s and the growing and critically important sustainability market.

We have been recognised for our incredible work in diversity and inclusion and have a leadership team that is passionate about building a high-performing culture where people feel a sense of belonging. If you’re keen to work for a mission-driven company, with smart people who live and breathe Brighte’s values, have a read below.

The Continuous Improvement Analyst role demands a versatile customer-centric advocate to join our growing customer operations team.

This role will be responsible and accountable for supporting Brighte-wide process and operation analysis and improvement. It will utilise process improvement methodologies to improve quality, productivity, customer experience and compliance to internal and external policies and regulatory obligations.

What you'll do

  • Be self-motivated and self-motivated in order to provide our customers with a best in class experience.
  • Identify blockers, challenges and efficiency savings for customers and Brighte agents.
  • Conduct continuous improvement initiatives to develop business cases and process improvements to the point where they are ready for execution .
  • Stakeholder management to help drive product, system and process change to improve the customer’s experience.
  • Strive to improve business processes and operations, document and present recommendations and provide detailed assessment of benefits and risks.
  • Streamline processes within operations as well as cross team functions .
  • Deliver insights to and from operations with the broader Brighte team through regular knowledge sharing.
  • Assist Ops Manager in executing our delivery plan to fix issues in our customer experience and drive continuous improvement.
Who you are
  • Demonstrated experience in business analysis, business process mapping and business process re-engineering
  • A team player aligned to Brighte’s Values which are Deserve the Customer, Brighter Together, Call the Ball, Be Human and Think Big Stay Green
  • Excellent communication, facilitation, influencing and negotiation skills
  • Great analytical, problem solving and critical thinking skills
  • Proven ability to work under pressure and manage customer and business expectations
  • Have an innovative approach with a focus on continuous process improvement
  • Demonstrated experience in building and cultivating effective partnerships with a broad range of stakeholders from idea to delivery
  • Project Management experience
  • Understanding of relevant regulatory legislation under the Australian Securities and Investments Commission Act (2001) (ASIC Act), Competition and Consumer Act, The Anti-Money Laundering, and Counter-Terrorism Financing Act, Privacy Act; and National Consumer Credit Protection Act.
Why Brighte
  • Employee Share Options. We want to build a successful company which means sharing the potential upside together.
  • Flexible working. It's all about balance so feel free to work from home when you need to.
  • Generous Parental Leave Policy. We couldn't get where we are today without our families.
  • Diversity and Inclusion. Winning Best Workplace Diversity award at the 2020 Finnies.
  • Employee Assistance Program. For confidential financial, work, relationship, or wellbeing support.
  • Recognition and Reward Brighte Stars program. We drive a culture of recognition and celebration by shining a light on our accomplishments and everyday victories.
  • Nutritious food. A well-stocked pantry including free breakfast, daily fresh fruit, espresso coffee, yoghurt, Tim Tams and many more snacks to make work feel a little more like home. We've also got kombucha, beer, and wine on tap.
  • End-of-Trip Facilities. Cycle in to work, lock up your wheels, and have a shower in our end of trip facilities with towel service and hair dryers.
We’re a high performing team and proud to be backed by investors who believe in our mission and the opportunity we have ahead of us. Airtree Ventures, Mike Cannon-Brookes’ Grok Investments, Kim Jackson and Scott Farquhar’s Skip Capital as well as Qualgro Partners continue to help us scale our teams and products.

We’re recognised as one of Australia’s leading fintech companies, having been ranked the 6th fastest growing Technology Business in Australia in the Deloitte Fast 50/500 (2020) and winning the inaugural Finder Green Award (2020). We’ve also been recognised as a leading FinTech by the Australian Financial Review, Fintech Business Awards and KPMG.

We’re a high performing team and proud to be backed by investors who believe in our mission and the opportunity we have ahead of us. Airtree Ventures, Mike Cannon-Brookes’ Grok Investments, Kim Jackson and Scott Farquhar’s Skip Capital as well as Qualgro Partners continue to help us scale our teams and products.

We’re recognised as one of Australia’s leading fintech companies, having been ranked the 6th fastest growing Technology Business in Australia in the Deloitte Fast 50/500 (2020) and winning the inaugural Finder Green Award (2020). We’ve also been recognised as a leading FinTech by the Australian Financial Review, Fintech Business Awards and KPMG.