Australian Institute of Business
Customer Experience Insights Analyst - Remote
🇦🇺AustraliaRemote available2 months ago
MidFull TimeEN
Permanent full-time
Remote Position – Work from anywhere in Australia
Why AIB?
AIB is leading the charge in transforming education for professionals, and our team is at the heart of it all. By joining us, you’ll be part of a supportive, innovative culture where your success is celebrated, and your contributions are valued. We’re dedicated to giving you the tools to succeed both professionally and personally
About the Role
The Customer Experience Analyst plays a pivotal role in transforming complex data into insights that improve the lead-to-enrolment journey. Combining technical expertise with a deep understanding of customers, marketing, and operations, this role aims to deliver accurate, meaningful insights that drive commercial outcomes. By analysing performance, spotting trends, and integrating qualitative feedback, the analyst equips the CX team and stakeholders with the information needed to optimise processes, enhance the student experience, and deliver business growth.
Key Responsibilities
Own end-to-end visibility of lead-to-enrolment performance, creating dashboards and insights that let stakeholders track funnel progression, drill into drivers, and spot conversion leakage.
Proactively analyse pipeline progression, advisor effectiveness, customer behaviour and key conversion touchpoints to uncover bottlenecks and optimisation opportunities.
Develop and maintain robust data models and dashboards in Power BI and related tools, ensuring accuracy, reliability, and inclusion of the key metrics needed to generate actionable CX insights.
Conduct deep analysis that transforms complex CRM, marketing and sales data into clear, actionable insights that directly inform CX, Sales and Marketing decisions.
Partner closely with Technology to improve data integrations across CRM, marketing platforms and reporting tools, acting as the conduit between CX and IT for data, modelling and reporting needs.
Establish structured feedback channels including surveys and interviews to capture qualitative insights from students and advisors, integrating findings with quantitative data to uncover performance drivers.
Work closely with the CX Lead to map and refine the ideal customer journey using data and behavioural insights to guide improvements across touchpoints and initiatives.
Develop a deep understanding of CRM architecture, statuses, workflows and data capture processes to ensure reporting reflects operational reality and supports accurate interpretation of performance.
Collaborate with the Digital team to strengthen marketing reporting capabilities, improve attribution visibility and better connect acquisition performance to enrolment outcomes.
About You
To be successful in this role, you will bring:
Bachelor’s degree in a relevant field.
5+ years’ experience in data analyst roles focused in marketing/CX/sales, OR
5+ years experience in marketing/CX roles with a strong focus in data analytics.
Proven ability to analyse complex data and uncover actionable insights that drive business outcomes.
Strong experience in Power BI, including building robust data models and dashboards that integrate multiple sources
Working knowledge of SQL for data extraction and manipulation.
Solid understanding of CRM systems, their architecture, workflows, and data capture processes.
Strong exposure to lead generation or pipeline management environments
Experience conducting and interpreting both qualitative and quantitative research is a plus
Familiarity with Python or R for advanced data analysis is a plus.
To Apply
To apply, please submit your resume and cover letter addressing your suitability for the role to Lisa Johnston, Recruitment Coordinator, or by clicking the ‘Apply’ button.
For a confidential discussion, please contact Lisa at careers@aib.edu.au.
