Specialist Customer Experience

Specialist – Customer Experience Analyst

• Join a high-tech team supporting some of the most leading-edge mining technology

• Excellent work environment where people are valued and respected

• Permanent opportunity based in Brisbane or Perth Hubs – flexible work environment

We are looking for an experienced Specialist – Customer Experience Analyst to help define and uplift the “felt-experience” of engaging with the IST Platforms team and our Partners. This includes ensuring operational communications are effective and in Business terms. The role is also responsible for Customer Satisfaction, ensuring that all feedback is managed consistently and opportunities to improve our use of Service Management toolsets (ServiceNow) are actioned and implemented.

Reporting to the Manager, Customer Experience, you will ensure:

• Communication mediums used are suitable for the target audience, is understandable for both technical and non-technical stakeholders, supporting a high level of service experience.
• Automated communications from ServiceNow toolset are branded correctly and suitably worded for the target audience.
• Communications are being delivered effectively across various operational hubs in different global geographies
• Roles and responsibilities of all participants in the communications delivered are documented
• Customer Satisfaction is a well-managed and service improvement registers are being maintained and actioned based on Customer Feedback

About you

To be successfully considered for this role, you will have:

• A commitment to the safety of yourself and your team
• Understanding of or certification in ITIL 4 framework, IT Service Management practices, processes, and tools.
• Industry best practice Service Desk processes, technologies, and practices.
• Experience working in a complex IT enterprise environment which includes offshore, outsourced IT engagement.
• Industry practices in relation to communications, customer satisfaction management and service transition
• Continuous Improvement methodologies and Business Process Design

Desired Experience:

• Experience working in a Software Asset Management / ServiceNow / Service Desk role, driving, and embedding change in a complex, multi-provider environment.
• Incident Management process and ServiceNow Incident Management product owner experience

What we offer

• Be recognised for your contribution, your thinking and your hard work, and go home knowing you’ve helped the world progress.
• A work environment where safety is always the number one priority
• A permanent position working directly for Rio Tinto
• A competitive base salary reflective of your skills and experience with annual incentive program
• Comprehensive medical benefits including subsidised private health insurance for employees and immediate family
• Attractive share ownership plan
• Company provided insurance cover
• Extensive salary sacrifice & salary packaging options
• Career development & education assistance to further your technical or leadership ambitions
• Ongoing access to family-friendly health and medical wellbeing support
• Leave for all of life’s reasons (vacation/annual, best in industry paid parental, sick leave)
• Exclusive employee discounts (banking, accommodation, cars, retail and more)

About Rio Tinto

Every idea, every innovation, every little thing the world calls ‘progress’ begins with a first step, and someone willing to take it: explorers, inventors, entrepreneurs. Pioneers.

For nearly 150 years, Rio Tinto has been a company of pioneers – generations of people spanning the globe, all with the grit and vision to produce materials essential to human progress.

Our iron ore has shaped skylines from Shanghai to Sydney. Our aluminium – the world’s first to be certified “responsible” – helps planes fly and makes cars lighter. Our copper helps wind turbines power cities and our boron helps feed the world, and explore the universe. Our diamonds help us celebrate the best parts of life.

Where you will be working

Rio Tinto Information Systems and Technology (IS&T) operates to enable better alignment with customer priorities, end-to-end accountability, and flexibility to prioritise critical work. The function provides solutions that are aligned with current and future business requirements through the development and ongoing delivery of IT strategy and solution roadmaps. Through appropriate governance, consultative processes, and the use of industry best practices, IS&T also ensures that emerging technologies and innovative ideas are constantly evaluated, considered, and adopted, to provide easy-to-use, best-in-class solutions and services.

Every Voice Matters

At Rio Tinto, we particularly welcome and encourage applications from Aboriginal and Torres Strait Islander people, women, the LGBTI+ community, mature workers, people with disabilities and people from different cultural backgrounds.

We are committed to an inclusive environment where people feel comfortable to be themselves. We want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome – they are essential to our success. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation or anything else that makes us different.