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 compelling 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 deep dive business issues, producing insights to support decisions by the CS Leadership Team (CSLT).
• Represent the CADPI team in meetings to ensure CS needs are considered and inform the Insights team of relevant activities impacting the CS business.
• Support multiple complex cross-functional projects, managing timelines, work plans, 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.
• Use analysis to identify barriers to delivering exceptional customer service.
• Provide actionable insights to optimise customer experience.

People

• Build and maintain collaborative relationships aligned with Suncorp values.
• Work effectively with a broad range of 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 a related field (desired).
• Proven ability to write high-quality commentary and insights.
• Intermediate to advanced proficiency in analytical and visualisation tools (SQL, Excel, PowerPoint).
• 3+ years of experience in contact centres (advantageous).
• Familiarity with analytical platforms such as Tableau and Operative Intelligence (desired).
• Experience in stakeholder engagement, presentation, and cross-functional collaboration.
• Skilled at translating complex business problems into clear analytical objectives and insights.
• Strong strategic mindset with a good understanding of operational and financial concepts.
• Experience supporting or managing projects in dynamic environments.

Key Capabilities :

• Knowledge of contact centre operating models and metrics that drive efficiency, service excellence, and sales (desirable).
• Ability to present insights compellingly to engage stakeholders.
• Skilled at synthesising complex data into actionable insights.
• Strong critical thinking, creative problem-solving, and self-learning skills.
• Effective at managing multiple priorities in a fast-paced, deadline-driven environment.
• High-level written and verbal communication skills adaptable across all levels.
• Strong interpersonal skills for collaboration and relationship-building.
• High attention to detail and passion for data-driven change.
• Able to work independently and under pressure.

What we can offer you :

• Discounts and offers on insurance products.
• Flexible working options, including 20 weeks paid parental leave, 4 weeks secondary carer leave, and unlimited paid emergency response leave.
• Ongoing study support and career development programs.
• Payroll giving, donation matching, and paid volunteer leave.
• Employee assistance program and employee council for work/life balance.

Employee benefits | Suncorp Group

At Suncorp, we value diversity, talent, and passion, fostering an inclusive culture with flexible work, career development, and internal mobility. We aim to create a connected and inclusive environment for our team members and customers.