Insights Lead

Insights Lead - Consumer Performance, Risk & Executive Office

• Permanent Role
• Location: Sydney, Melbourne, or Brisbane

About the role :

The Insights Lead drives performance optimisation and improved customer outcomes by delivering actionable insights and analysis. Working closely with the Customer Service (CS) Performance team and stakeholders across Distribution and Claims, the role translates complex performance data into meaningful insights.

This includes building and maintaining dashboards, leading performance discussions, and identifying opportunities for improvement. The role also plays a key part in influencing business strategy by challenging benchmarks and aligning insights to organisational goals.

The Insights Lead contributes directly to improving Customer Service performance across financial, productivity, customer, people, and quality measures.

More specifically, you will :

Business analysis and data visualisation

• Analyse customer behaviour, market trends, and the economic environment to proactively identify performance opportunities and risks.
• Translate data into commercial opportunities by delivering insights and business cases that improve CS.
• Provide insight into productivity and performance drivers across CS to support performance optimisation.
• Assess and quantify the impact of solution implementations at all levels.
• Identify and investigate business issues, producing insights to support decisions by the CS Leadership Team (CSLT).
• Represent the CADPI team in meetings and forums to ensure CS needs are considered and inform the Insights team of relevant activities.
• Support multiple cross-functional projects and initiatives with analytics, managing timelines and stakeholder engagement.
• Respond to business inquiries related to data capabilities, reporting, dashboards, alerts, and projects.

Customer

• Partner with key business areas to develop consistent practices, tools, and insights.
• Identify barriers to delivering exceptional customer service through analysis.
• Provide actionable insights to optimise customer experience.

People

• Build and maintain collaborative relationships aligned with Suncorp values.
• Work effectively with stakeholders across business and technical teams.
• Represent the Performance & Analytics team in meetings and projects, leading discussions both in-person and remotely.
• Coach and mentor team members to uplift capability.

About You :

• Tertiary qualifications in Business, Commerce, or related fields (desired).
• Proven ability to produce high-quality commentary and insights.
• Intermediate to advanced skills in SQL, Excel, PowerPoint.
• 3+ years of experience in contact centres (advantageous).
• Familiarity with analytical platforms like Tableau and Operative Intelligence (desired).
• Experience in stakeholder engagement, presentation, and collaboration.
• Ability to translate complex problems into clear insights.
• Strong strategic mindset with understanding of operational and financial concepts.
• Experience managing or supporting projects in dynamic environments.

Key Capabilities :

• Knowledge of contact centre metrics and operating models (desirable).
• Ability to present insights compellingly to influence stakeholders.
• Skilled in synthesising complex data into clear insights.
• Critical thinking, creative problem-solving, self-learning skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Strong interpersonal skills for collaboration and relationship building.
• High attention to detail and passion for data-driven change.
• Ability to work independently and under pressure.

What we can offer you :

• Discounts on insurance products.
• Flexible working options, including 20 weeks paid parental leave, secondary carer leave, and emergency response leave.
• Support for ongoing study and career development.
• Community engagement through payroll giving, donation matching, and volunteer leave.
• Work-life balance support through employee assistance programs and employee councils.

Employee benefits | Suncorp Group

We believe our best when our workforce is diverse, talented, and passionate. We foster an inclusive culture with flexible work, career growth, and internal mobility, building strong relationships within our team and with our customers.