About the company:
Seeing Machines has developed the world's most advanced human data-driven technology, enhancing transport safety by dramatically reducing fatal accidents every day. We are on a mission to achieve zero transport fatalities.
With at least one million cars on the road using our operator monitoring technology, we provide real-time protection from distraction and drowsiness-related driving events. We work with the world's leading brands, including General Motors, Mercedes-Benz, Qantas, Caterpillar and Toll, across automotive, commercial road transport and aviation.
Summary of the Postion:
As we scale globally, the quality of our decisions matters as much as the speed of our delivery. In this role you will make sure every significant Guardian Live decision is grounded in a well-understood customer problem, uncovering insight, framing options, and helping our leads choose the work that delivers the most value to fleets, drivers and our mission to reduce road fatalities.
The Customer Experience Analyst is an analytical and advisory role. Its contribution is the quality of the customer understanding it brings, and it works closely with:
- The Customer Experience Lead, who guides the CX function, customer advocacy and the development of the analyst.
- The Guardian Live Advisory Forum, where the Architecture, Development, Customer Experience and QA/Delivery leads set direction and priorities using the evidence the analyst prepares.
- The Guardian Live delivery teams, who design, build, test and release the resulting changes.
Key responisbilities:
Customer and stakeholder discovery
- Engage regularly with Guardian Live customers, distributors, account managers, Guardian Centre operations and support teams to understand their needs, challenges and opportunities.
- Conduct interviews, workshops, observation sessions and surveys across fleet management, monitoring, reporting, event review, administration and related workflows.
- Distinguish individual requests from broader customer or market needs, and assess the scale, frequency and impact of each problem.
- Build relationships with customer-facing teams so insights are captured continuously, not only during projects.
Customer insight and analysis
- Analyse qualitative and quantitative evidence, including customer feedback, usage data, support information and operational metrics, to identify themes, trends and root causes.
- Maintain structured insight records so evidence can be traced back to customers, stakeholders and business outcomes.
- Identify where further research or validation is required before a decision is made.
Requirements and solution analysis
- Translate customer and stakeholder needs into problem statements, user journeys, personas, user stories, functional requirements, acceptance criteria, business rules and workflow diagrams.
- Work with the Architecture, Development, QA and Delivery leads to understand technical constraints and viable implementation options.
- Help assess alternative solutions before significant development effort is committed, and ensure each option links back to a validated need.
End to End Customer Experience
- Maintain customer journey maps for important Guardian Live workflows and identify friction across onboarding, configuration, fleet management, monitoring, reporting and support.
- Work with marketing and service delivery teams to plan structured communications and go to market campaigns to drive excitement into new features.
- Partner with UX/UI, engineering, QA and operational teams on prototype testing, usability testing and early customer validation.
- Validate delivered changes with customers to determine whether the original problem has genuinely been addressed.
- Support the Customer Experience Lead in monitoring CX measures such as CSAT, NPS, support trends and adoption, and report emerging themes, risks and opportunities.
Skills / Experience
- Experience in a Customer Experience, Business Analyst, Product Analyst, Customer Success or Product Operations role within a technology environment.
- Demonstrated ability to turn customer conversations and loosely defined needs into structured, actionable insight.
- Experience eliciting and documenting requirements, workflows, user stories and acceptance criteria.
- Strong analytical capability, combining qualitative feedback with quantitative data.
- Experience facilitating workshops across business, customer and technical stakeholders, and working comfortably with engineers, architects and QA specialists.
- Experience working within Agile software delivery environments.
- SaaS, enterprise software, fleet technology, IoT or analytics platform experience highly regarded.
- Familiarity with Jira, Confluence, Figma, analytics platforms or customer support systems; journey mapping, personas or human-centred design methods desirable.
- Basic understanding of APIs, web and mobile applications, data platforms and cloud technologies is advantageous; deep engineering expertise is not required.
Analytical and communication skills:
- Ability to separate a stated feature request from the underlying customer problem.
- Ability to synthesise large amounts of information into concise, evidence-based recommendations.
- Strong written communication, documentation, presentation and facilitation skills.
- Comfortable communicating with both technical and non-technical audiences.
Ability to challenge assumptions constructively and ask effective questions.
Values
- Customer empathy: genuinely curious about how customers work and the outcomes they are pursuing.
- Evidence-led thinking: seeks data and validation before drawing conclusions.
- Curiosity: explores the problem deeply rather than jumping to solutions.
- Collaboration: works effectively across customer, commercial, operational and technical teams.
- Objectivity: presents evidence clearly even when it is inconvenient.
- Pragmatism and accountability: balances customer value, technical complexity and operational constraints, and follows problems through to an outcome.
Comfort with ambiguity: brings structure to incomplete or conflicting information.
