Channel Insights Analyst

1 month ago

Brisbane, Australia Bupa Full time

**About Bupa Asia Pacific**

From aged care homes receptionists, dental surgeons, telehealth and admin, to our call centres, data professionals and tech gurus, we’re all in it together - 22,000+ people who keep inspiring each other to explore new possibilities, wherever the challenges of the healthcare world take us.

**Where are we heading?**

We set a global ambition to be the world's most customer-centric healthcare company, and are committed to excellent customer experiences through service, value, and putting our customer at the heart of everything we do. Care is at our core and will always be a part of how we operate.

More than that, our care puts customers at the heart of everything we do. We make a genuine effort to see the world through our customers’ eyes to make things easy, keep relevant to their needs and showing empathy and understanding.

**About the role**:
We’re seeking a Channel Insights Analyst to join our team and help us deliver a deep understanding of our customer journey. Reporting to the Channel Insights Manager, this role will see you leveraging your natural curiosity and interest in channel processes and customer insights to uncover key trends and patterns.

This role requires the use of a combination of unstructured and structured data analysis techniques to tell a story through data. You’ll need to provide ‘finger-on-the-pulse’ status updates and insights about our customer’s feedback and use your understanding of operational processes and their impact on the customer’s journey to translate complaints data into actionable insights. Your recommendations will be instrumental in identifying opportunities to remove friction from the customer’s journey, ultimately improving the overall experience.

This is a 12 month, fixed-term, full time, hybrid working position which can be located anywhere nationwide.

**How will I help?**

Key accountabilities of this role include:

- Develop insights articulating business impact for critical monthly and quarterly regulatory and operational reporting that highlights causes of customer friction and performance of escalated / PHIO complaints against market share
- Provided analytics and insights expertise; attending operational Customer Advocacy meetings to provide input and briefing updates on current volumes, trends and forecasts
- Conduct bespoke deep-dives and root cause analysis to identify customer friction points or improvement opportunities to enhance our customer’s experience
- Delivery of monthly spend summary reporting
- Summarise and present complex data outputs using data story-telling techniques and incorporating meaningful data visualisations and actionable insights

**What do I need?**
- Business relevant qualification (eg. Data, finance, engineering, science, management etc)
- Minimum of 5 years experience working in Health Insurance industry or customer service environment or equivalent
- Advanced knowledge and experience manoeuvring data in Excel and data story-telling through PowerPoint or other visual tools including Power BI
- Customer Centric mindset with a passion for championing the Customer’s story and their viewpoint
- Self motivated, ability to work autonomously and high level of attention to detail
- Exemplary stakeholder engagement skills and ability to proactively build networks and collaborate with stakeholders across the organisational structure

**Why work at Bupa?**

We keep our people smiling by helping them improve their lives in and outside of the office.

We’re a welcoming lot, no matter who you are or where you’ve come from. We welcome all talents and backgrounds and embrace our differences, so you can bring your true self to work.

We support our people to be the best version of themselves, physically and mentally. With a healthy work/life balance, leadership support, reduced private health cover, study leave, volunteering options and a commitment to promoting from within.

Our employees can access wide range of benefits: from our own products (incl. health insurance discounts) to many other products and services via our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spa discounts to name a few).

We reward our people and celebrate their success, provide initiatives that develop careers and look after our people’s health, wellbeing and futures.

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