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Research Analyst
Full-time
Scentre Group is the owner and operator of 42 Westfield living centres in Australia and New Zealand. As a Research Analyst, you will support the business to understand customer feedback and turn insights into action that improves customer experience and NPS. You will be the day-to-day owner of the Reputation platform and the main point of contact with the provider, supporting internal users and creating practical resources and training materials.
The role will
Support the Voice of Customer program by helping teams use customer feedback tools, reporting, and insights effectively.
Respond to stakeholder requests by clarifying needs and providing practical support or insights.
Prepare and maintain reporting using centrally curated data sources and NPS definitions.
Manage the day-to-day administration, support, and effective use of the Reputation platform.
Act as the key point of contact between internal users and the platform provider.
Manage user access, permissions, and platform-related requests accurately and efficiently.
Provide ad hoc support across the Reputation platform, Tableau dashboards, and reporting tools.
Create and maintain user guides, eLearning materials, and support documentation.
Identify opportunities to simplify processes and make tools easier to use, including through appropriate use of AI tools.
What you will bring
Essential: experience in a similar research role.
Strong written communication for emails, guides, presentations, and training materials.
Strong attention to detail, prioritisation, and comfort balancing planned work with ad hoc requests.
Confident stakeholder skills across different levels of the business.
Comfort working in Microsoft Excel and quick to pick up new tools and systems.
Desirable: exposure to Voice of Customer or reputation platforms, foundation-level prompt engineering and hands-on use of AI tools such as ChatGPT, and Tableau and SQL exposure.
