[LTA-QSC2] DEPUTY / ASSISTANT MANAGER, QUALITY SERVICE PLANNING

[What the role is]

DIGITAL SOLUTIONS & DATA ANALYST, QUALITY SERVICE PLANNING

Join us in shaping how digital solutions, data and new technologies can be used to improve service quality and customer outcomes.

You will be part of the Quality Service Planning (QSP) team, working at the intersection of business, systems and data. You will have opportunities to help shape our next-generation customer service and feedback management system, turn data into useful insights, and explore how AI, automation and emerging technologies can improve the way we work and deliver better services.

[What you will be working on]

This is a role for someone who enjoys solving problems, working with systems and data, and turning ideas into practical solutions. You should be comfortable with technology and have a good foundation in systems, data or digital solutions, along with the curiosity and learning agility to pick up new platforms, tools and capabilities as they evolve.

You will work with colleagues across QSP and other divisions, as well as IT teams and technology partners, to understand business needs, explore possibilities and bring solutions from idea through to implementation and improvement.

You will have opportunities to:

• Shape and improve digital solutions, including our next-generation customer service and feedback management system;
• Work with business users, IT teams and technology partners to translate business needs into practical system, data and digital solutions;
• Learn and use new platforms, tools and capabilities to enhance workflows, processes and user experience;
• Work with operational and service data to identify trends, uncover insights and support better decision-making;
• Develop and enhance dashboards, reports and other data solutions to make information more accessible and useful;
• Explore and apply AI, automation and emerging technologies to solve business problems, improve productivity and support better service outcomes;
• Contribute to cross-team and cross-divisional initiatives, working with colleagues from different areas to develop solutions, improve processes and support shared outcomes; and
• Support the testing, implementation and continuous improvement of solutions to ensure they are effective and fit for purpose.

[What we are looking for]

We are looking for someone who is analytical, resourceful and comfortable working with systems and data, with the curiosity and learning agility to pick up new technologies and capabilities. You should enjoy understanding business problems, working through possibilities and turning ideas into practical solutions.

You should have:

• Knowledge in Information Systems, Business Analytics, Data Science, Computer Science or a related discipline. Candidates with other qualifications and relevant experience in systems, data or digital solutions are also welcome to apply;
• Relevant experience in systems, data analytics, digital solutions or process improvement, with the ability to demonstrate how you have applied these capabilities to address business needs;
• Good analytical and problem-solving skills, with the ability to understand business needs, work with information and develop practical solutions;
• Experience or exposure to system implementation, requirements gathering, system configuration, testing, process improvement, data analytics or visualisation would be advantageous;
• Familiarity with data visualisation and analytics tools, such as Power BI, Tableau or similar platforms;
• Exposure to SQL, programming, scripting, low-code tools or similar technologies would be an advantage;
• A keen interest in AI, automation and emerging technologies, with the willingness and ability to learn and apply new tools in a business environment;
• Good communication and stakeholder engagement skills, with the ability to work effectively across teams and functions, and with business users, technical teams and external partners; and
• A curious, adaptable and collaborative mindset, with the initiative to take ownership, learn independently and drive work through to completion.

As part of the shortlisting process for the role, you may be required to complete a medical declaration and / or undergo further assessment.