Responsibilities: Essential Previous experience working in a fast-paced customer facing environment.
Effective coaching skills to help improve individual and team performance High level of expertise in stakeholder engagement and management Experience using AI tools to support quality management, customer experience analysis, trend identification and review of both human and agentic AI customer interactions.
Proven ability to gather information and provide feedback effectively to improve performance.
Understanding of how risks relate to business processes and the business 'risk and control' environment.
Good teamwork, internal stakeholder management skills and the ability to work with a variety of people.
Have a strong understanding of internal policies, processes and guidelines used within the Customer Service Department.
Strong Written and verbal communication skills.
Desirable Previous experience delivering a high level of customer service in a call centre workplace.
Sometimes the best candidates don't have 100% of what is listed above, but if you have most and are confident, you'd be a good fit, we'd love to hear from you!
Sound like you?
That's a good sign!
In return for your energy and ideas, we offer a flexible working environment and great compensation.




We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.
We make it possible – for our customers, our partners, and our people.
We believe doing great work starts with feeling supported.
Our values, take ownership , pursue excellence , win together , and create tomorrow , aren't just words.
They show up in how we work, how we lead, and how we look after our team.
We make it possible... to spend more time with your loved ones – with an extra week of paid leave each year through our Take 5 initiative.
to balance work and life – with a hybrid working model, giving you the flexibility to work from home while connecting in the office.
to put your wellbeing first – with Sonder , a 24/7 support app for mental and physical wellness.
to access great financial benefits – with discounts on Latitude products and services.
When our people thrive, everything else follows.
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

📌 Customer Experience Analyst (Melbourne)
🏢 Latitude Financial Services
📍 Melbourne