Job Description
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We currently have an exciting opportunity to join the Customer Experience Team as a Customer Experience Analyst. As a Customer Experience Analyst, you will work within a team environment and partner with business leaders (onshore and offshore) to improve compliance, quality management and customer outcomes.
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The Customer Experience Team is responsible for ensuring all Latitude products within the Customer Service Department meet business policies, procedures and regulatory compliance requirements across voice, digital, human-assisted and agentic AI customer interactions.
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Key Responsibilities:
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Conduct human, voice, digital and agentic AI customer interaction reviews in accordance with the Line 1 Framework for the Customer Service Department, ensuring audits meet regulatory requirements and are delivered within business timeframes.
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Actively engage with offshore Team Leaders and Service agents to support metric and KPI improvements on the Customer experience through effective coaching, influencing and support
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Actively identify and highlight opportunities to improve human and AI-enabled customer interactions, using quality insights, review outcomes and available AI tools to support consistent service delivery.
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Evaluate and report on customer interaction trends across human and agentic AI interactions, using the Customer Experience Team call-flow structure and AI-assisted analysis to drive metric-based success across systems, performance, culture and customer experience trends.
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Review agentic AI interactions with customers, assess quality, compliance and customer experience outcomes, and collaborate with Shared Services and relevant stakeholders to use data-driven insights to enhance AI performance, controls and customer support processes.
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Maintain a thorough understanding of our legislation, products, platforms, systems and processes.
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Log and maintain issues using our internal system and remain vigilant around changes to policies and procedures if or when they occur.
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Work with Team Leaders & Process Leaders to ensure Line 1 reviews are calibrated where necessary.
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Actively contribute to improvement ideas in conjunction with key internal stakeholders.
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Complete analysis and reporting as required.
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Responsibilities:
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Essential
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Previous experience working in a fast-paced customer facing environment.
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Effective coaching skills to help improve individual and team performance
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High level of expertise in stakeholder engagement and management
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Experience using AI tools to support quality management, customer experience analysis, trend identification and review of both human and agentic AI customer interactions.
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Proven ability to gather information and provide feedback effectively to improve performance.
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Understanding of how risks relate to business processes and the business 'risk and control' environment.
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Valuable teamwork, internal stakeholder management skills and the ability to work with a variety of people.
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Have a solid understanding of internal policies, processes and guidelines used within the Customer Service Department.
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Strong Written and verbal communication skills.
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Desirable
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Previous experience delivering a high level of customer service in a call centre environment.
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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 valuable fit, we'd love to hear from you!
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Sound like you?
That's a good sign! In return for your energy and ideas, we offer a flexible working workplace 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.
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We make it possible
– for our customers, our partners, and our people.
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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.
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We make it possible...
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to spend more time with your loved ones
– with an extra week of paid leave each year through our
Take 5
initiative.
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to balance work and life
– with a hybrid working model, giving you the flexibility to work from home while connecting in the office.
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to put your wellbeing first
– with
Sonder
, a 24/7 support app for mental and physical wellness.
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to access outstanding financial benefits
– with discounts on Latitude products and services.
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When our people thrive, everything else follows.
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Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.
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📌 Customer Experience Analyst (Melbourne)
🏢 Latitude
📍 Melbourne