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Business Improvement & Reporting Analyst
- 502206
- Adelaide, SA
- Customer Care Centre
- Customer, Community & Engagement
- Ongoing- Full Time
- Closing at: Jul 27 2026 - 17:00 ACST
About the Company
At SA Water, our work sustains life. Every day, we deliver safe, reliable water and wastewater services to more than 1.8 million South Australians, supporting healthy communities across our state.
Behind this essential service are people who care. From engineering and science to construction, digital, operations and customer experience, every role plays a part. We bring our authentic selves to work, driven by purpose, supporting one another to deliver work that truly matters.
About the job
SA Water is seeking a commercially minded and analytical Business Improvement & Reporting Analyst to join our Customer Care Centre team. In this pivotal role, you'll use data, insights and continuous improvement methodologies to enhance operational performance, customer experience and business outcomes.
You'll be responsible for designing and delivering impactful reporting and analytics solutions, developing Power BI dashboards, identifying trends and opportunities, and driving process improvement initiatives across the Customer Care Centre. Working closely with operational leaders and cross-functional stakeholders, you'll provide data-driven recommendations that support strategic decision-making and service excellence.
This role offers a unique opportunity to combine reporting, business improvement and innovation, with exposure to automation, digital transformation and customer experience initiatives.
About the Person
You are a naturally curious and solutions-focused professional who enjoys using data to solve business problems and improve customer outcomes. With strong analytical skills and a keen eye for detail, you can confidently translate complex information into meaningful insights that support decision-making at all levels of the organisation.
You bring experience in reporting, business intelligence and performance analysis, along with a genuine passion for continuous improvement. Whether you're identifying trends, facilitating process improvements, or partnering with stakeholders to deliver better ways of working, you're motivated by achieving measurable results and creating positive change.
About Customer, Community and Engagement
Customer, Community and Engagement connects us with the people we serve, from everyday customer interactions to long‑term community relationships. The team includes customer service call centre professionals who provide frontline support, as well as specialists who engage communities and stakeholders, and partner with businesses to help shape how we plan, deliver, and communicate about our services.
Working here means meaningful engagement, supporting customers when they need it most, managing impacts and enquiries, communicating change, and helping communities understand and benefit from the essential water and wastewater services they rely on every day.
In addition, your responsibilities will include:
Fostering trust with our people, customers and community by providing expert advice and service that ensure we effectively communicate and engage audiences with our business strategy and its delivery across South Australia, every day.
You will:
- Develop, maintain, and enhance Power BI dashboards and other reporting tools to monitor performance across Customer Care channels.
- Translate complex data into clear and actionable insights for leaders and stakeholders.
- Perform root cause and trend analysis to identify performance gaps and improvement opportunities.
- Translate complex data sets into clear, actionable insights and recommendations for leaders and stakeholders.
- Support monthly, quarterly, and annual business performance reviews with comprehensive reporting packs.
- Facilitate workshops to gather process information, identify bottlenecks, and co-design improvements.
Your success in this role will come from:
- Demonstrated experience in data analysis, reporting, and business intelligence (e.g., Power BI, Excel, SQL).
- Strong problem-solving skills and experience in identifying opportunities for business improvement or innovation.
- Attention to Detail: Demonstrated accuracy and commitment to quality in analysis and reporting.
- Analytical & Problem-Solving: Exceptional ability to analyse data, identify root causes, and develop practical solutions.
- Knowledge of call centre metrics, operations, and customer experience best practices.
- Excellent communication skills with the ability to explain complex data to a broad audience.
- Experience working in cross-functional teams and engaging diverse stakeholders.
- Experience with automation, AI tools, or digital transformation projects.
- Experience with customer service in utilities, insurance, or similar regulated industries
Further information can be found in the attached PD – Business improvement and Reporting Analyst
To apply, click 'Apply'. Please submit and complete the application form, upload a cover letter and current resume. For enquiries, please contact Steph Haines from the Talent Acquisition team steph.haines@sawater.com.au.
Applications close 5pm, Monday 27 July 2026.
A great customer experience is best achieved by having a diverse and inclusive team that reflects the community we serve. Applications are encouraged from everyone, including people living with disability, job seekers of all ages, members of the LGBTIQA+ community, Aboriginal and Torres Strait Islander peoples, and people from culturally diverse backgrounds.
Our Industry is like no other. Dive into the wonderful world of water and explore the boundless opportunities. Learn more about the water industry at careersinwater.com.au.
Please note: We request that recruitment agencies do not submit candidates for this position, as they will not be accepted.
