Insights Lead

The role

The Insights Lead plays a key part in influencing business strategy by challenging benchmarks and aligning insights with organisational goals.

The role involves directly contributing to improving Customer Service performance across financial, productivity, customer, people, and quality metrics.

Responsibilities include:

1. Business analysis and data visualisation

• Analyze customer behaviour, market trends, and the economic environment to identify performance opportunities and risks proactively.
• Translate data into commercial opportunities by delivering compelling insights and business cases to improve Customer Service.
• Provide insights into productivity and performance drivers across Customer Service to support performance optimisation.
• Assess and quantify the impact of solution implementations at all levels.
• Identify and conduct deep dive investigations of business issues, producing insights to support decisions by the Customer Service Leadership Team.
• Represent the CADPI team in meetings and forums, ensuring Customer Service needs are considered and informing the Insights team of relevant activities.
• Support multiple complex cross-functional projects with analytics, managing timelines and stakeholder engagement.
• Respond to inquiries related to data capabilities, reporting, dashboards, alerts, and projects.

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

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

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

• Knowledge of contact centre models and metrics that drive efficiency and service excellence (desirable).
• Ability to present insights compellingly to influence stakeholders.
• Skilled in synthesising complex data into actionable insights.
• Strong critical thinking and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills across all levels.
• 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 paid parental leave and emergency leave.
• Ongoing study support and career development programs.
• Community engagement opportunities like payroll giving and volunteer leave.
• Employee assistance programs and employee council initiatives.

Employee benefits | Suncorp Group

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