CX Analyst

Client Experience Analyst

At Slater and Gordon, purpose and progress go hand in hand. We’re a place for people who want to do meaningful work and make a real impact.

For more than 90 years, we’ve stood beside people taking on systems, institutions and opponents far bigger than themselves. As a leading personal injury and class actions firm, we use the law to open up access to justice and fight for what’s fair, because justice matters.

This isn’t a place for standing still. It’s a place to do great work, grow your capabilities and be part of something bigger than yourself.

The opportunity
We are looking for a Client Experience Analyst to join our Shared Services team in Melbourne.

You’ll own and champion our Voice of Client programme, using research, data and client insights to identify opportunities to improve the experience across the client journey. You’ll work with teams across the business to turn client feedback into actionable recommendations and better service experiences.

You’ll have the opportunity to deliver research activities such as interviews, journey mapping, surveys and usability testing, and to create clear, compelling insights and artefacts that bring the client perspective to life.

Why join us
We offer accessible, world-class legal services to people from all backgrounds and socioeconomic circumstances, simplifying the legal process and supporting clients at every step.

Here you’ll work on varied and meaningful initiatives that can make a real difference to people’s experiences. You’ll join teams where support, mentoring and collaboration are part of how things get done, in a culture that is professional, but still human.

At Slater and Gordon, you work towards powerful outcomes every day, and have the opportunity to:

• Do work that matters for real people – help improve the experiences and outcomes of clients.
• Build a dynamic career – broaden your experience and explore different pathways.
• Bring your whole self to work – contribute to stronger teams built on compassion, respect and low-ego collaboration.

Our commitment to offering a progressive career includes:

• Genuine hybrid working and flexibility to support different life stages and needs.
• Structured learning and professional development.
• Recognition of high performance and opportunities to grow your career.
• Outstanding benefits including paid shutdown leave, 26 weeks of paid parental leave, additional long service leave, and ongoing wellbeing and development initiatives.

What we are looking for
You are someone who:

• Is motivated to improve client experiences and service delivery.
• Can turn research and data into clear, practical insights and recommendations.
• Communicates clearly and can bring different teams together around the client perspective.
• Is organised, curious and proactive, with a collaborative approach to problem-solving.

What you will bring
You will bring:

• A tertiary qualification in a relevant field.
• Experience applying human-centred design methods, such as research, journey mapping and user scenarios.
• Experience gathering and analysing client feedback, and translating it into actionable insights.
• The ability to map, design and improve end-to-end service experiences across channels, systems and touchpoints.
• Experience using data to inform business outcomes and improve client experiences.
• Experience working at a law firm would be an advantage.

What next
If you’re motivated, hardworking and enjoy a fast-paced environment where your work can have a real impact, we would love to hear from you.

Please apply directly via the Slater and Gordon careers site. We prefer to talk with you personally and are not accepting applications from recruitment agencies.

Acknowledgement of Country

Slater and Gordon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all First Nations peoples today.

Diversity and inclusion

Slater and Gordon is committed to creating an inclusive workplace that values diversity and ensures equal opportunities for all. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age or other legally protected attributes.

We understand that everyone has different needs. If you require reasonable adjustments throughout the recruitment process, please let us know in your application.

Slater and Gordon. Formidable Advocates. Justice Platform, Open for All.