Summary

As a Customer-Success Analyst, you are a high-influence support to our domain owners responsible for integrating operational excellence with strategic evolution. You will harmonize the practical execution of a builder with the systemic design of an architect. This approach enables you to move beyond reactive interventions, empowering you to proactively support in engineering durable solutions that create sustained value across your entire scope.

Reporting to the CS Group Lead (Consumer), your scope spans from in-lane expertise to cross-functional partnership, with the flexibility to deploy across vertical domains and influence change upstream. As the voice of Customer Success, you represent customer needs and outcomes in all strategic decisions, ensuring that every initiative prioritizes customer retention, satisfaction, and long-term value.

We will base this role in Melbourne, VIC with hybrid work from home options available.

You Will

1. Support your lead to partner with VMO as the LOB expert. Attend key vendor calls to provide deep context on policies, roadmaps, best practices, and supportability constraints, translating LOB objectives into concrete vendor requirements.
2. Support your lead as the primary business stakeholder for support functions (VMO, WFM, L&D, QA, Content), defining requirements and driving accountability.
3. Represent / support your lead in cross-functional forums and act as a key voice in strategic decisions.
4. Define advocate "confidence" needs (knowledge, tools) for your domain and partner with VMO and L&D to ensure they are delivered at scale.
5. Support your lead to Co-design and oversee vendor pilots for new tools, flows, or experimental work, defining success metrics, feedback loops, and go/no-go criteria.
6. Develop and maintain deep subject matter expertise in your domain's products, policies, tools, and operational mechanics to become the go-to expert.
7. Support your lead to partner with BPO Operation Managers and VMO leadership to oversee and influence KPI results for your domain (CSAT, FCR, AHT, QA).
8. Support your lead to define and contribute to domain-level OKRs.
9. Map the E2E customer journey for your domain. Own and synthesize all customer sentiment (CSAT, NPS, escalations) into a single, unified view of systemic pain points.
10. Analyze how support experiences impact customer retention and loyalty; translate insights into business impact narratives.
11. Serve as the "Product Experience Liaison" for your domain; translate data-backed analysis into problem briefs and requirements for Product and Engineering partners. Supporting key stakeholders for all new product launches to define the systemic "support playbook."
12. Move seamlessly from identifying systemic pain points to designing and driving operational fixes.
13. Work with your lead to design solutions that are not just operationally effective but also scalable, compliant, and maintainable long-term.
14. Establish feedback loops that connect operational metrics to strategic insights, creating a virtuous cycle of improvement.

You Have

1. 2+ years in customer support operations, customer success operations, or related field
2. 1+ year supporting cross-functional projects with Product, Engineering, or Operations teams
3. Demonstrated ability to analyze operational metrics, identify root causes, and design solutions
4. Proven success influencing outcomes without direct authority
5. Strong analytical skills with high data literacy. Ability to find, analyze, and synthesize ambiguous and complex data from multiple sources to identify root causes and design solutions.
6. Proven ability to drive results through influence, not authority. Build alignment with senior partners in Product, Engineering, Risk, and Operations.
7. A creative and persistent problem-solver who can manage systemic complexity, design durable solutions, and anticipate downstream impacts.
8. Hands-on ability to manage pilots, coordinate with vendors, and drive operational improvements with measurable outcomes.
9. Experience in supporting complex, cross-functional, multi-quarter projects from scope to completion, with ability to adapt as conditions change.

Skills

• Analytical Thinking
• Communications Skills
• Risk Analysis
• Team Collaboration