Success Profile Business Capability Customer Data and Insights Specialist

Transcription

1 Business Unit Business Capability Band 3i Work Code BZSPECAX People Mgr/Ind Contrib Individual Contributor Direct Expense n/a Generic Role Title Business Specialist CAPEX x Market Role Title Customer Data and Insights Specialist Direct People Accountability No Reporting To Customer Insights and Improvement Manager Indirect People Accountability Employment Instrument & Classification Yes Key Projects Strategic NPS Program and Reporting Episode NPS insights and Reporting Transformation Program SW 10 Location(s) Philippines Role Context Mission Strategic Alignment The Customer Insights and Data specialist acts as a champion for our customers, ensuring we are reporting and driving a customer led improvement program across GES. Critical to achieving this is the production of rich customer insights across our domestic and international customer base, covering strategic NPS and all episodes Significant contribution to the achievement of advocacy targets, with insights also supporting growth and revenue, as well as simplification for our employees. Outcomes This role will deliver: 1. Develop reporting on various customer metrics across both the Australian and International business 2. Data inputs and requirements to support GES strategic NPS program. 3. High level insights and data to support root cause analysis. 4. More actionable Intelligence to GES SLT 5. Insights that will validate a number of Fitter and Faster initiatives, identify the need for new tactical initiatives and shape our transformation 6. Ensure automated management reporting is delivered to key stakeholders in agreed timeframes. 7. Manage key stakeholder relationships by providing high level advice around Telstra reporting and associated reporting warehouses and host source systems. 8. Provide stakeholder support for Retail reporting functions.

2 Key Stakeholder Relationships Internal Key stakeholders include the GES SLT, Customer Experience Office, Episode Leads, IT, GES transformation, GES Reporting & Analytics Community. External The customer is our number one stakeholder. Key relationships also include research companies Key Responsibilities What are the key responsibilities and job tasks for this role? Monthly insights and production of GES episode NPS dashboard and other customer dashboards Detailed analysis to identify root causes across episodes, articulated through the lens of the customer but also identifying internal opportunities Impact assessments of key initiatives across fitter and faster and BAU initiatives, leading to the identification of new opportunities Delivering customer data and insights to help shape the GES transformation strategy Help drive a customer led and data driven culture Support key stakeholders in analysis as required Core Capabilities / Technical Skills Technical Technical Descriptors Good knowledge of Telstra s reporting and operational systems environment. Knowledge and experience in managing T-Inform content including site maintenance, content maintenance and report development tools High degree of analytical and problem solving ability Good knowledge and experience in maintaining reporting governance processes. Analysis and Insights Demonstrated skills in producing business insights that have led to measureable improvements Demonstrated ability to prepare quality presentations showing strong relationships between data and operational performance as well as customer experience impacts Strong knowledge of and experience with Microsoft SQL Server Advanced Excel user Experience on other BI tools eg SAS Enterprise guide. Communication Skills Ability to engage and influence stakeholders at all levels of the organisation with a simple story

3 Can handle objections and work through challenges with stakeholders Partnering Stakeholder Engagement/Leadership Team collaboration and leadership skills Demonstrate the ability to work effectively and collaboratively with others. Establish and sustain good business working relationships internally and externally. Ability to interact effectively with Senior Executive Team. Ability to influence and interwork with a wide variety of data analysts and stakeholders cross company. Demonstrate ability to work in teams and manage a complex team environment Ability to exert authority through persuasiveness and demonstrated program management expertise and knowledge. Qualifications/experiences A relevant qualification preferred with at least 2 years of proven practical work experience in a reporting, business, finance or IT related work environment. Proven experience in report development, analysis and problem solving Strong technical capability in statistics and analysis of large customer data sets Six sigma experience is desired Strong commercial acumen Experience working with stakeholders internationally is an advantage, but key is the ability to engage across a virtual team Proven experience navigating a complex organisation Potential barriers to success Low change resilience Lack of maturity in multi-thread dynamic environments Minimal financial and commercial acumen Discomfort with matrix management Feeder Roles Which roles are likely to lead to this position? Insights lead across other BU s Customer facing roles Business Analyst

4 Potential Career Pathway (Potential progression roles within Telstra) Suggested Development Experiences What are the possible roles for progression? Manager insights and advocacy Roles in Customer Experience Office Account roles supporting top GES customers Leadership on key Strategic projects Lateral move to a different function/area Building commercial acumen

5 Personal Leadership Results Leadership Strategic Leadership Customer Focus Leadership Capabilities Customer Focus Drive Strategy & Innovation Build Engagement & Understanding Collaborate & Connect Translate Strategy into Action Develop Self Awareness & Leadership Authenticity Develop Talent & Capability Descriptors Understands the customer's viewpoint Proactively builds strong relationships with the customer Collaborates within own area to benefit the customer Encourages the team to place the customer first Demonstrates awareness of key industry developments Demonstrates awareness of main competitors Encourages people to share new and innovative ideas Supports people to implement new and innovative ideas Encourages people to challenge and improve the way things are done to improve outcomes for the business Demonstrates awareness of major industry developments Tailors content, style or tone of message specifically to the audience being addressed Talks about the future in clear and simple terms Helps people see how their work connects to the vision Role models a personal drive for change Articulates a clear and inspiring vision Supports people to accept and embrace change and generates enthusiasm Works collaboratively with others Taps into relationships and networks across the wider team Actively builds an understanding of others' perspectives Is able to tap into informal channels of influence when formal channels don't achieve the desired outcome Persistently encourages people to continuously improve delivery of outstanding results Solves difficult problems in a timely and effective way Anticipates and overcomes obstacles and roadblocks Is able to quickly adapt when required Is able to work through problems and situations that are less clear cut Demonstrates genuineness with others Demonstrates a solid understanding of own strengths and development areas Welcomes and accepts positive and constructive feedback, and makes changes as a result Adapts behaviour and style to work effectively with different people and environments Demonstrates resilience and positivity in challenging situations Understands what drives the team Provides feedback on people's strengths and areas for development and coaches to build capability and confidence Provides encouragement and support to build people's confidence and capability Shares own knowledge and expertise with others to help build confidence and capability Draws on the diversity of the team effectively Questions and probes to understand people s present issues and unspoken thoughts, concerns and feelings

6 Advocacy And Values Advocacy Values Take Ownership, Action Commitments, Get it Right First Time I Always Listen, I Simplify, I Anticipate What You Want, I Adapt To Your Needs Better Together, Find Your Courage, Make the Complex Simple, Show You Care, Trust Each other to Deliver