Job Description

Research Analyst

Scentre Group is the owner and operator of 42 Westfield living centres in Australia and New Zealand; partnering with the world’s leading retail and luxury brands to create a unique shopping and leisure experience for our customers. A career with us fosters the chance to be a part of a company that is transforming the digital and physical retail space. Every day, our people play a vital role in our purpose to ‘create extraordinary places, connecting and enriching communities.’

The purpose of my role as Research & Measurement Executive is to support the business to understand customer feedback and turn insights into action that improves customer experience and NPS. I am the day-to-day owner of the Reputation platform and the main point of contact with our provider, I support internal users with queries, issue resolution, and create practical resources and training materials that help teams get the most from our customer advocacy program.

The role will:

• Support the Voice of Customer program by helping teams use customer feedback tools, reporting and insights effectively
• Respond to stakeholder requests by clarifying needs, identifying the right information and providing practical support or insights
• Prepare and maintain reporting that provides useful insight into customer feedback and related measures, using established, centrally curated data sources and NPS definitions
• Manage the day-to-day administration, support and effective use of the Reputation platform across the business
• Act as the key point of contact between internal users and the platform provider, coordinating updates, enhancements and issue resolution
• Manage user access, permissions and platform-related requests accurately and efficiently
• Provide ad hoc support across the Reputation platform, Tableau dashboards, reporting tools and online business listings
• Create and maintain practical resources, user guides, eLearning materials and support documentation that build understanding and adoption
• Maintain a high standard of accuracy and attention to detail across platform management, communications, reporting and user support
• Identify opportunities to simplify processes, improve resources and make tools easier to use, including through appropriate use of AI tools

What you will bring:

Essential:

• Experience in a similar research role
• Strong written communication — clear emails, guides, presentations, and training materials
• Strong attention to detail, prioritisation, and comfort balancing planned work with ad hoc requests
• Confident stakeholder skills across different levels of the business
• Ability to turn information into clear reporting and guidance
• Comfort working in Microsoft Excel.
• Digitally savvy and quick to pick up new tools and systems
• A calm, practical, customer-focused approach to troubleshooting

Desirable:

• Experience supporting SaaS platforms or internal business systems
• Exposure to Voice of Customer, customer feedback or reputation/listings platforms
• Experience creating user guides, eLearning content or process documentation
• Foundation-level prompt engineering and hands-on use of AI tools such as ChatGPT
• Tableau and SQL exposure

We are the place where talent thrives

We promise to respect, inspire and develop you, and do work that matters.

We are committed to providing a range of benefits that support our people in all aspects of life. Our benefits include financial assistance, family support, community engagement, growth and development opportunities and health and lifestyle support to create a positive work life balance as you grow your career with us

Some of our most exciting and unique benefits include:

• Life Leave – additional 5 days paid leave to use however you like on top of your 4 weeks annual leave
• Gender neutral parental leave – 18 weeks paid with no qualifying period
• Free parking at your local Westfield destinations

Our diverse and inclusive workforce is not only something we’re proud of but something we’re committed to. We encourage and support our people to bring their ‘whole selves' to work every day. This is because we believe all our differences contribute to our success and ensure a workforce that reflects the customers we serve. Our commitment is backed by executive and employee-led working groups including All Abilities, LGBTI+, Mental Health and Wellness and Gender Equity alongside other initiatives such as our Reconciliation Action Plan to grow our Aboriginal and Torres Strait Islander workforce.

Scentre Group exclusively recruits for roles based in Australia and New Zealand. If you are contacted regarding employment opportunities with Scentre Group based in any other country, we encourage you not to disclose any personal information.

Any email communication regarding an employment opportunity with us will come from a scentregroup.com email address. If you receive any suspicious emails regarding employment with Scentre Group, please forward them to: scentregroupcareers@scentregroup.com

Applications close on Friday 17th July if not filled prior