{"id":1941728,"url":"https://alion.io/job/zurich-australia-customer-operations-analyst","title":"Customer & Operations Analyst","company":{"id":1943356,"name":"Zurich Australia","domain":"zurich.com.au","url":"https://alion.io/company/zurich-com-au","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":89,"open_postings":10,"ghost_share":0,"stale_share":0.4,"repost_share":0.1,"time_to_fill_p50_days":24,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":22000,"period":"year","method":"role_country_seniority_unknown","sample_n":15},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Power Automate","optional":false},{"name":"Power BI","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-16T02:00:00Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-29T21:29:47Z","board_verified":true,"closed_at":null,"days_open":43,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":43},"description":"Purpose\nThe role uses data and automation to improve customer experience and operational performance. The role focuses on analytics, business requirements, user testing and workflow automation across internal processes and third-party providers.\nKey Responsibilities\nAnalytics & Insights\nAnalyze customer, operational and vendor data to identify trends, root causes and improvement opportunities.\nMonitor and report customer and operational KPIs (e.g. TNPS, satisfaction, complaints, retention, service levels, vendor KPIs, efficiency metrics).\nConduct structured root cause analysis on feedback, complaints and service failures and propose corrective actions.\nBuild and maintain dashboards, scorecards and insight reports that translate complex data into clear recommendations.\nSupport Voice of Customer and journey analysis activities (surveys, feedback, journey mapping, listening programs).\nProvide analytical input to vendor governance (SLA/KPI monitoring, performance reviews, improvement actions). \nBusiness Analysis, Requirements, Testing & Automation\nGather, document and validate requirements for customer and operations initiatives.\nRun workshops to understand needs, pain points and desired outcomes.\nCreate user stories, business rules, acceptance criteria and test scenarios.\nDesign and support workflow/data automations using low code tools (e.g. Power Automate, Power BI; SQL a plus).\nLead UAT (planning, execution, defect management, sign off) and assess business readiness.\nTest and monitor automations and changes, resolve issues and maintain governance aligned documentation.\nSupport system and process changes from requirements through implementation to post implementation review and benefits tracking. \nRequirements\nExperience\nAround 5 years in data/operations analytics, business analysis, customer experience or process improvement.\nHands-on experience in data analysis, requirements gathering, solution analysis and UAT.\nExposure to VOC, customer journey analysis, vendor-managed environments and/or insurance/financial services is an advantage. \nSkills & Competencies\nStrong analytical and problem-solving skills; able to turn data into actionable insights.\nSolid business analysis skills (requirements, process mapping, user stories, UAT).\nProficient in Excel and Power BI; exposure to Power Automate, SQL or similar tools is a plus.\nClear communicator with good stakeholder management; organized and able to manage multiple initiatives.\nContinuous improvement mindset and ability to influence cross-functional teams. \nEducation\nBachelor’s degree in business, data science, data analytics, statistics or related field.\nRelevant data analysis or customer experience certifications are an advantage. \nYou are the heart & soul of Zurich!\nAt Zurich, we like to think outside the box and challenge the status quo. 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