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Pearson Senior Customer Insights Analyst in Melbourne, Australia

Our purpose: At Pearson we ‘add life to a lifetime of learning’ so everyone can realise the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact.

Our company: Pearson was founded in 1844 and has been built on our ability to grow with and adapt to a constantly evolving market. Our 20,000+ employees are dedicated to creating the high-quality, digital-first, accessible and sustainable resources for lifelong learning.

Diversity: At Pearson we value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced as strengths and opportunities are equal and accessible.

Flexible working: Pearson is committed to hybrid working practices and has adopted flexible remote and virtual working. When you are not working from home you can take advantage of our brand-new state-of-the-art offices located in Richmond.

Our team: Virtual Learning - Pearson Online Learning Services Australia (POLS) partners with leading Australian Universities and assists them to acquire and retain students for online programs.

The role: The purpose of this role is to act as a central point of customer insights across the entire student journey from inquiry to graduation. The role will drive continuous improvement and identify new opportunities using customer and service data to build recommendations that support our strategic objectives.

Working closely with key stakeholders to understand business needs, this role will develop a framework for both regular monitoring and responsive deep dives to identify improvements in customer experience for both Student Acquisition and Retention. The ability to provide actionable recommendations into ways to improve how our team service our customers and ensure these are embedded into our business is a critical part of the role.

What you will do:

  • Develop and synthesise customer insights through diverse platforms such as Observe AI, Salesforce, Tableau and other data points

  • Build relationships with key stakeholders to understand the most important customer questions

  • Drive business improvements through identifying and prioritising insights with greatest impact and influencing change to achieve desired results

  • Support a structured process for evaluating strategies and initiatives from a customer perspective

  • Create presentations with tailored visuals and information depending on audience

To be successful in this role, you'll ideally have:

  • Significant experience in a customer-centred role, with data analytics responsibilities, eg. sales, marketing

  • Experience in leading a team with the ability to influence business/service changes

  • Experience in synthesising multiple data points to identify insights and trends and establish recommendations

  • Experience in presenting and reporting to diverse stakeholders in a logical manner

  • Significant experience in coaching and developing teams to improve customer experience

If you are as passionate as we are about changing lives through learning, then help us to learn more about you and why you want to work with Pearson. Click ‘Apply Now’ to create your application online.


Organization: Virtual Learning

Schedule: FULL_TIME

Req ID: 7913