Job Description

Company Overview

CARe Automotive Group (trading as CARe Autobody and MotorOne Autobody) is a national leader in automotive collision repair, delivering innovative end-to-end repair solutions across Australia. Partnering with insurers, fleet providers, and customers, CARe is committed to providing safe, compliant, and efficient repair outcomes.

The Customer Experience function sits at the heart of the organisation, ensuring customers receive consistent, high-quality support throughout their repair journey. The Customer Insights & Reporting Analyst plays a critical role in enabling this experience through the provision of accurate reporting, meaningful insights, and performance analytics that support informed decision-making across the business.

Position Purpose

The Customer Insights & Reporting Analyst is responsible for the ownership, development, and ongoing enhancement of customer reporting and business intelligence dashboards. The role analyses customer feedback, Net Promoter Score (NPS), telephony, and operational performance data to generate actionable insights that improve customer outcomes and business performance.

The position is also responsible for the preparation of customer KPI reporting, client performance reports, and strategic insights that support the delivery of customer experience initiatives and continuous improvement across the organisation.

Key Responsibilities

Customer Reporting & Business Intelligence

• Develop, maintain, and continuously enhance customer reporting frameworks and BI dashboards.
• Ensure reporting is accurate, timely, insightful, and aligned to stakeholder requirements.
• Identify opportunities to improve reporting efficiency through automation and data visualisation.

Customer Insights & Voice of Customer Programs

• Analyse NPS and Voice of Customer (VoC) data to identify trends, drivers of customer satisfaction, and areas for improvement.
• Translate customer feedback into practical recommendations and business improvement initiatives.
• Support and lead customer-focused projects that enhance the overall customer experience.

Telephony Reporting & Data Quality

• Manage telephony and contact centre reporting processes.
• Monitor data integrity and investigate reporting discrepancies.
• Work collaboratively with IT and systems teams to resolve data quality issues and improve reporting accuracy.

Customer KPI & Client Reporting

• Prepare regular customer performance reports and KPI packs for senior leaders and key stakeholders.
• Deliver monthly client reporting to agreed service levels and quality standards.
• Present meaningful insights and recommendations alongside performance results.

Customer Strategy & Continuous Improvement

• Analyse customer, operational, and telephony data to identify emerging trends, risks, and opportunities.
• Support the implementation of customer experience strategies and improvement initiatives.
• Contribute to projects that improve processes, customer outcomes, and operational performance.

Safety, Compliance & Governance

• Support compliance awareness and training initiatives across the organisation.
• Adhere to privacy, information security, and workplace health and safety requirements.
• Promptly escalate any identified risks, incidents, or compliance concerns.

Core Competencies

Data Analysis & Business Intelligence

• Ability to interpret complex datasets and convert findings into actionable business insights.
• Strong capability in dashboard development, reporting automation, and data visualisation.
• High attention to detail with a focus on data quality and accuracy.
• Proactively identifies opportunities to improve reporting accessibility and efficiency.

Customer Insight & Experience

• Strong understanding of customer experience measurement and Voice of Customer methodologies.
• Ability to identify customer trends, pain points, and opportunities using NPS and feedback data.
• Customer-centric mindset with a focus on improving customer outcomes.

Communication & Stakeholder Engagement

• Communicates complex data in a clear and engaging manner.
• Produces concise, accurate, and insightful reports for a wide range of stakeholders.
• Builds credibility through effective stakeholder management and collaboration.

Technical Capability

• Advanced proficiency in reporting and visualisation tools such as Power BI and Tableau.
• Advanced Microsoft Excel skills.
• Experience using CRM, telephony, customer experience, and survey platforms.
• SQL or other data querying experience is highly desirable.

Problem Solving & Decision Making

• Identifies root causes of reporting, operational, or data-related issues.
• Evaluates information effectively and provides practical recommendations.
• Demonstrates initiative and sound judgement under pressure.

Planning & Organisation

• Effectively manages multiple reporting cycles and deadlines.
• Prioritises competing business demands and stakeholder requirements.
• Maintains high levels of accuracy while working in a fast-paced environment.

Collaboration & Teamwork

• Works collaboratively across departments to support strategic objectives.
• Builds strong working relationships with operational and support teams.
• Contributes positively to a culture of continuous improvement.

Key Relationships

Internal

• Executive Leadership Team
• Customer Experience Team
• Operations Team
• Contact Centre and Telephony Teams
• IT and Systems Teams
• Data and Analytics Teams
• Marketing and Network Development Teams

External

• Clients and reporting recipients
• NPS and survey platform providers
• Business intelligence solution providers
• Telephony and technology vendors

Additional Information

Travel Requirements

Occasional travel to other business locations may be required.

Qualifications

Essential

• Tertiary qualification in Business, Commerce, Data Analytics, Statistics, or a related discipline; or equivalent industry experience.

Desirable

• Certificate IV or Diploma in Data Analytics, Business Intelligence, or a related field.

Skills & Experience

Essential

• Experience in a customer insights, reporting, business analyst, or similar analytical role.
• Demonstrated experience building and maintaining BI dashboards and reporting solutions.
• Experience analysing NPS, Voice of Customer, or customer feedback data.
• Experience developing KPI reports and executive-level performance reporting.
• Strong Excel capabilities and proven experience in data validation and quality assurance.
• Proven ability to communicate insights and recommendations to stakeholders at all levels.

Desirable

• Experience within a contact centre or telephony reporting environment.
• Knowledge of automotive repair, insurance, fleet, or accident management industries.
• Experience using SQL or similar data querying tools.
• Exposure to process improvement and change management initiatives.
• Previous experience within an insurance organisation, automotive repair network, or multi-site service business.

At CARe Automotive Group, we believe great people drive great outcomes. If you're ready to grow your career with a supportive team and industry-leading organisation, we'd love to hear from you. Apply now or email careers@careauto.com.au.

www.careauto.com.au