Service Excellence Analyst at Rac WA · Joondalup

Service Excellence Analyst Location: Joondalup About the Role At RAC, weare focused onconsistent improvement across the board to ensureefficient processes to deliver apositiveand consistentmember experience. As a Service Excellence Analyst within Sales & Member Service,you’llgo beyond surfacelevel fixes to uncoverwhat’sreally driving performance, and design improvementsbyconnecting the points across data,feedbackand operations, and turn that into meaningful, measurable change. Whatyou’llbe doing Lead root cause analysis to uncover systemic issues and prioritise improvement opportunities Interpretdata andresults andtranslate that into the story of what can be improved Partner withkeystakeholdersto design and implement continuous improvement initiatives Monitor and track feedback channels including complaintsandcompliments, internalinsightsandquality assuranceresultswith a regulatory lens Drive process and knowledge improvements,identifyingbreakdowns in workflows, contentgapsand inefficiencies Establish andmaintainstructured reporting and governance, ensuring visibility of trends,risksand improvement progress Whatyou’llbring Experience inBusiness Analytics,continuous improvement,or operational performance roles Strong analytical capability with the ability to translate data into clearandactionable improvements Experience working with complaints and compliance frameworks, with an understanding of regulatory requirements Proven ability toidentifyroot causes and drive sustainable improvements Confidence working cross-functionally and influencing stakeholders without direct authority Experienceworking infrontline environments, contact centres and branch networks, with an understanding of customer-facing operations and service delivery. Exposure to Lean, Six Sigma or similar improvement methodologies (desirable) Why join RAC? You’llplay a key role in ensuringwe’renot just collecting data but learning from it, acting on it, and improving because of it. Join RAC and help us lift performance, strengthencapabilityand deliver better experiences for our members. What Can We Offer You? A career at RAC is more than just a job.We’recommitted to creating an environment that supports growth,wellbeingand inclusion.You’llalso enjoy: Access to exclusive RAC member benefits Flex@RAC– our flexible working program A strong Diversity & Inclusion strategy Generous insurance discounts and free roadsideassistance In-house health and wellness programs Competitive salary + super, with theoptiontopurchaseadditionalleave A vibrant Social Club with over 900 members Click APPLY NOWandsubmityour CV outlining what you can bring to the team. Applications close:COB Friday 22nd May 2026 RAC reserves the right to close this vacancy early. #BetterJourneysRAC