Senior Data Analyst, Customer Engagement Senior Data Analyst, Customer Engagement

It starts with YES!

At Optus, we have an ambitious goal to be Australia’s most loved everyday brand.

This role plays a pivotal role within the Customer Engagement Analytics team working cross-functionally within agile teams focused on Service, Retention, Growth, and Engagement across both Consumer and Business segments.

In this role you will support high-impact, data-driven initiatives that enhance the customer experience and drive business outcomes. Embedded within Tribes, the analyst provides actionable insights to shape and optimise initiatives such as proactive service communications, customer retention strategies, acquisition campaigns, and multi-channel engagement programs. These teams are structured to rapidly test, learn, and scale customer-centric solutions that foster loyalty, increase satisfaction, and accelerate growth.

What you’ll be doing:

• Collaborate with business stakeholders to understand key challenges and translate them into actionable analysis plans across business insights and advanced analytics.
• Influence decision-making by effectively communicating insights through compelling storytelling and stakeholder engagement.
• Lead and mentor Data Analysts in querying, analysing, and presenting customer data in clear, business-relevant terms.
• Perform complex statistical and commercial analyses to uncover how customer behaviour, product changes, and market trends impact performance.
• Consolidate insights from cross-functional teams (Research, Data Science, Marketing, etc.) to present a holistic view of customer and market dynamics.
• Develop and present structured, data-driven recommendations to senior stakeholders, driving customer growth, engagement, and trading performance.

What makes you perfect for the role?

• Advanced proficiency in SQL and data visualisation tools such as Tableau and Power BI, enabling effective exploration and presentation of insights.
• Strong experience in customer engagement analytics, including tracking implementation and interpreting behavioural trends across the customer lifecycle.
• Excellent analytical and problem-solving skills, with the ability to turn complex data into actionable insights that support strategic decision-making.
• Clear and influential communicator, skilled at translating technical findings into compelling narratives for business and senior stakeholders.
• Proven ability to thrive in agile, cross-functional environments, with a deep understanding of customer-centric KPIs such as NPS, churn, and engagement metrics.

Perks we love at Optus

• 3 days in the office, 2 days remote – with flexible hours to suit!
• Inclusive gender neutral paid parental leave, up to 16 weeks for the primary care giver.
• Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’.
• Own your own growth by accessing an extensive online and facilitator led learning catalogue.
• Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.
• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office.
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!

Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity

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