Data Analyst

SNSW Grade: 7/8
Employment Type: Ongoing, Full-time
Location: Haymarket (McKell), Parramatta or Gosford. In office presence required as per DCS directive
Salary range : $102,899 - $121,317 plus 11.5% Super

This role sits within the ServiceNSW Customer Care and Business Bureau Division in the Customer Analytics team.

About the team
As a single point of access to NSW Government services and support, the newly formed Customer Care and Business Bureau division within Service NSW is committed to providing meaningful, customer-centric experiences to individuals and businesses across New South Wales, including in times of crisis or natural disaster. This encompasses proactive and responsive delivery of services and support across our digital, in-person and telephone channels, with a focus on relationship-based, tailored and localised services.

Our division is committed to achieving work-life balance and offers a range of formal and informal opportunities to connect and collaborate.

The Program Delivery team within the Customer Care and Business Bureau division comprises closely aligned functions - including Customer Analytics - to plan, design, implement, track, evaluate and evolve strategic and operational initiatives to deliver customer care outcomes.

Your day-to-day
As the Data Analyst, you will extract, transform and analyse data from multiple including Digital Products and Customer Care. Support Business insights and continuous improvements. planning and performance. From researching solutions to customer service challenges to evaluating their impact, our ideal candidate has top-notch technical skills, excellent problem solving abilities and is a strong communicator with the ability to present data findings clearly and concisely to non-technical stakeholders.

Key Responsibilities

• Identify, analyse and translate business processes, technical functions and a broad range of data from disparate datasets into meaningful insights to identify valuable opportunities to enhance business performance and customer outcomes
• Investigate problems, analyse options and provide recommendations for new and existing services, new initiatives, strategies and products to improve compliance, effectiveness and to address risks
• Deliver targeted data driven insights into the underlying drivers of commercial outcomes to translate complex analysis into meaningful insights and develop appropriate recommendations to support decision making
• Manage and monitor relationships with, and between, stakeholders to engage with users to understand and analyse solutions to business problems, collate needs and research fit for purpose solutions
• Review and propose business improvements and contribute to the development, facilitation, coordination and communication of initiatives and strategies to ensure organisational consistency and adoption of best practice.
• Build and maintain effective relationships with key internal and external stakeholders to gain/maintain specialist and business knowledge and to facilitate scoping and setting of business priorities
  
  To be successful in this role you will demonstrate:
  
• Proficiency in SQL, Python, R, DAX and/or other data programming languages with at least 2 years of hands-on experience in processing, cleaning, and manipulating large datasets
• Experienced with data visualisation tools such as Tableau, Power BI, Looker Studio
• Strong understanding of statistical methods, data pipeline and data modelling
• Strong communication skills, to be able to translate and communicate data insights into actionable business recommendations for technical and non-technical audiences
• Demonstrated experience and a strong understanding of data analysis to forecast and model impacts to customers
• Excellent attention to detail and ability to clean, interpret and accurately present data
• Demonstrated experience working in a similar role within a fast paced, agile and complex environment
• Experience with customer experience management platform (CRM ie Salesforce) will be viewed favourably
• Experience working with cloud-based platforms like AWS, Azure, or Google Cloud to implement scalable data solutions will be viewed favourably.
• Must have tertiary qualifications in Computer or Data Science, Engineering, Statistics, Mathematics, Actuary, Econometrics, Social Science or equivalent experience
  
  To Apply
  Please submit your resume (4 pages max) and cover letter (2 pages max) outlining your suitability for the role.
  
  Salary Grade 7/8, with the base salary for this role starting at $102,899 base plus superannuation
  
  Click Here to access the Role Description.
  
  For enquiries relating to recruitment please contact Jyostna Channamadhvuni via [email protected].
  
  Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
  
  Closing Date: Friday, 06 June 2025 @ 9.59 am
  
  Careers at Department of Customer Service
  A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
  
  Belong in our diverse and inclusive workplace
  
  The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
  
  You can view our full diversity and inclusion statement here.
  
  We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact [email protected] or 02 9494 8351.
  
  For more information, please visit
  Information on some of the different types of disabilities
  Information on adjustments available for the recruitment process