Customer Insights Analyst jobs in Melbourne VIC

Company Description

Intellihub is committed to simplifying the energy transition – as a leader in smart metering across ANZ and innovator of solar, battery, EV, virtual power plant and home electrification solutions.

With strong leadership supporting you, a career at Intellihub is defined by flexibility, growth and a deeply fulfilling experience. We're changing energy – bring yours.

Job Description

As a Customer Operations Analyst, you’ll play a key role in monitoring and improving operational performance across Intellihub’s Customer Operations function. You’ll support the effective delivery of customer services by analysing operational data, managing complex enquiries, supporting escalations and identifying opportunities to improve quality, compliance and efficiency.

Working closely with onshore teams, offshore partners, Accredited Service Providers (ASPs) and retailers, you’ll help ensure service orders, customer enquiries, escalations and operational workflows are managed accurately and on time. This is a hands-on operational role where you’ll use platforms such as ServiceNow and PureCloud to track performance, identify trends, support process improvements and contribute to a best-in-class customer experience.

Key Accountabilities:

• Manage daily ServiceNow operations, including ticket creation, reporting, dashboards and workflow improvements.
• Monitor operational data to identify trends, forecast workloads and recommend improvement opportunities.
• Support escalations, including Ombudsman-related cases, ensuring accurate documentation and alignment to compliance requirements.
• Oversee PureCloud activities including queues, agent management, knowledge updates and workforce reporting.
• Work with Accredited Service Providers and retailers to manage service orders and support timely field activity completion.
• Review QA forms, audit frameworks and dispute resolution processes to support fairness, accuracy and service quality.
• Participate in UAT testing for system enhancements and help minimise operational risk.
• Develop and maintain SOPs to ensure Customer Operations processes remain accurate, current and compliant.
• Facilitate daily stand-ups and KPI meetings to align teams on performance, priorities and improvement actions.
• Provide training, guidance and day-to-day support to onshore and offshore teams.

Qualifications

You'll bring experience from a high-volume operational environment such as energy, telecommunications, banking, finance or a similar industry. Comfortable working with systems, data and stakeholders, you know how to identify trends, solve problems and drive operational improvements.

You're organised, analytical and detail-oriented, with experience managing complex customer matters and competing priorities. Exposure to escalations, complaints or Ombudsman processes will be highly regarded, along with a strong commitment to service quality and continuous improvement.

You'll also bring:

• Minimum 2 years’ experience in customer operations, service delivery, workforce operations, complaints, escalations or a similar operational role.
• Experience using ServiceNow, PureCloud, CRM, workflow or contact centre platforms will be highly regarded.
• Strong analytical skills, with the ability to interpret data, identify trends and solve unstructured problems.
• Clear written and verbal communication skills, with strong stakeholder and relationship management ability.
• Intermediate to advanced Microsoft 365 skills, with confidence working across reporting, documentation and operational tools.

Additional Information

We offer a dynamic and inclusive workplace that values collaboration and diversity. With a flexible hybrid working mode, we prioritise work-life balance while fostering personal and professional growth. Our innovative culture provides opportunities for career development, access to industry-leading tools, and a strong commitment to employee well-being, all supported by a competitive salary and benefits package.

Sound exciting? Apply now and be part of a team that's shaping the future of energy.