Principal Insights Analyst

6 months ago

Melbourne, Australia McMillan Shakespeare Group Full time

The McMillan Shakespeare Group (MMS) is a trusted provider of salary packaging, novated leasing, disability plan management and support co-ordination, asset management and related financial products and services. From our origins in 1988 when we created Australia's salary packaging industry to today, MMS has a proud history of innovation and exceptional service.

Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long-term value to our clients and customers, which include Federal and State governments and some of the largest public and private sector, health and charitable organisations.

At the heart of achieving this mission is our team. Driven by a passion for the work we do, we work together with our customers to make a real difference to people's lives.

In your 6-month full-time contract **Principal Insights Analyst** role, you will play a pivotal part in synthesising and analysing Voice of Customer (VOC) data to derive actionable insights that drive strategic decision-making within MMS. Reporting to the Head of Design and VOC, this position will be responsible for collating, analysing, and presenting VOC insights to the Board, Executive Leadership Team (ELT), and other key stakeholders.

You will lead efforts to ensure accuracy in Net Promoter Score (NPS) data across Business Units (BUs), provide actionable recommendations, and manage the Qualtrics Platform to facilitate data collection and analysis across the MMS set of businesses.

**Responsibilities**:
**Collate Monthly and Quarterly VOC Insights Packs**:

- Gather and analyse VOC data from various sources to create comprehensive insights packs for presentation to the Board and ELT.
- Synthesise findings into clear and concise reports highlighting key trends, opportunities, and areas for improvement.

**Ensure Accuracy of NPS Data**:

- Oversee the collection and calculation of NPS data for each Business Unit.
- Implement quality control measures to ensure data accuracy and reliability.
- Collaborate with relevant stakeholders to address any discrepancies or issues.

**Provide Actionable Insights**:

- Transform VOC data into actionable insights that drive strategic initiatives and business performance improvements.
- Work closely with Business Units to understand their specific needs and challenges, providing tailored recommendations and solutions.

**Report on NPS & VOC Trends**:

- Develop and deliver regular reports on NPS and VOC trends to key stakeholders, including the Chief Digital Officer, CEOs of both GRS, PSS & AMS, and the Executive Team.
- Identify emerging patterns and opportunities for enhancing customer experience and satisfaction.

**Set Up and Management of Qualtrics Platform**:

- Lead the setup and configuration of the Qualtrics Platform across MMS businesses.
- Develop standardised surveys and data collection methodologies to ensure consistency and reliability of insights.
- Provide training and support to users within the organisation to maximise the platform's effectiveness.

**You will bring**:

- Ability to think strategically and translate insights into actionable plans aligned with organisational goals.
- Strong analytical skills and experience with interpreting VOC data, identifying trends, and deriving actionable insights.
- Excellent communication and presentation skills with the ability to convey complex insights in a clear and concise manner to diverse stakeholders, including senior leadership and business units
- Effective stakeholder management and the ability to understand their needs, and deliver impactful insights that support their decision-making processes.
- Proficiency in Voice of Customer (VOC) measurement tools, such as Qualtrics or a similar platform
- Familiarity with the MMS industry or relevant sectors is beneficial for understanding market dynamics, customer preferences, and industry trends that may impact VOC data analysis
- The ability to collaborate cross-functionally with various teams and departments to align insights with organisational goals
- Bachelor's degree in Business Administration, Marketing, Statistics, or related field desirable or relevant working experience
- Proven experience in insights analysis
- Strong analytical skills with proficiency in data visualisation and interpretation.
- Experience with VOC measurement tools & methodologies
- Excellent communication and presentation abilities
- Ability to collaborate cross-functionally and influence decision-making at various organisational levels

**What we can offer you**:

- Our strong people-first culture
- Flexible/hybrid working to enhance your work/life balance
- Novated lease benefits and discounts
- 12 weeks Paid Parental leave and access to our Parents Portal
- Exempt Employee Share Plan
- Paid Income Protection Insurance under MMSG default Super plan
- Access to a broad range of learning and development programs
- Career break and volunteering leave
- Access to Empl

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