Reporting and Insights Specialist

7 months ago

Sydney, Australia Avant Mutual Group Full time

**Job no**: 499846

**Work type**: full time

**Location**: Sydney

**Categories**: Analysis and Reporting, Product Management and Development

Avant is Australia’s leading medical defense organization with a proud heritage of protecting Australian medical professionals for over 125 years. It was established by a small group of doctors in 1893, who wanted to “protect themselves from actions arising out of the practice of medicine”.

Avant now represents 80,000 health practitioners and medical students across every state and territory, delivering market leading products and services to meet their professional, personal and practice needs. Building on this heritage, our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers.

As a mutual organisation, owned by members and run purely for their benefit, our members are at the centre of all we do. As well as providing products and services to our member, we play a broader community role by advocating for improvements in the healthcare system and in quality, safety and professionalism in medicine, through delivering education and research activities.

The commitment to members and the profession from our 450 staff has resulted in over 50% of Australia’s doctors choosing to be Avant members, delivered annual revenues of $350 million and net assets of $2 billion.

**About the Role**:
The Member Experience Reporting and Insights Analyst is pivotal in supporting the business's objective of offering top-tier customer service. This role requires an individual to be deeply analytical, with the ability to interpret vast amounts of data and translate them into meaningful, actionable insights. Working closely with customer experience and other cross-functional teams, the analyst will develop and maintain reporting solutions to help the organization understand customer behaviour, satisfaction, and areas of opportunity.

**This role will address**:

- Data Complexity: With the plethora of data sources available, extract relevant information to gain meaningful insights into customer experience.
- Staying Updated: The digital landscape and customer behaviors are continually evolving. The analyst must stay updated with the latest trends and techniques in data analytics and customer experience.
- Balancing Objectivity and Empathy: While data provides a quantitative perspective, understanding the qualitative nuances of customer behavior and combining both for a holistic understanding will be a key objective for the role.
- Cross-functional Collaboration: Engaging with multiple departments and understanding their unique needs and perspectives can be complex. The analyst will need to bridge these departments through the lens of customer experience insights.

**Key Accountabilities**:

- Data Collection and Management: Responsible for the collection, validation, and preprocessing of data from various customer touchpoints and internal systems to ensure accuracy and reliability.
- Insight Generation: Analyse the data using statistical and data mining techniques to provide insights into customer behaviors, preferences, pain points, and opportunities for improvement.
- Reporting: Create comprehensive reports and dashboards that reflect key customer experience metrics, trends, and insights for various stakeholders.
- Continuous Improvement: Identify opportunities for process improvements, tool enhancements, and advanced analytical techniques to elevate the organization's ability to understand and cater to its customers.
Stakeholder Engagement: Regularly communicate and collaborate with cross-functional teams to ensure insights align with organizational objectives and strategies.
- Stay Updated: Continually enhance skills and knowledge by attending workshops, seminars, and training sessions related to data analytics, customer experience, and reporting tools.

**To be successful you will have**:

- 2-4 years’ experience in an analytical/reporting role (preferably with experience investigating a market research/customer experience market/customer call centre in an insurer).
- Tertiary qualifications (required) in Mathematics, Statistics, Actuarial, Engineering, Business Analytics, Economics, or degree with a focus on numerical and/or statistical modelling.
- Prior experience and proficiency in statistical analysis, predictive modeling, and data mining techniques (decision tree models, GBMs) to extract insights and trends from data will be viewed upon favourably.
- Proficiency in at least one of SAS or SQL. Experience with manipulate and deal with complex datasets will be regarded highly.
- Experience with VBA, Python and other software used for data analytics will be viewed favourably.
- Competent use of Microsoft Office suite products (Excel, Power point).
- Prior experience in the analysis of customer experience and behaviour will be viewed favourably. E.g. customer journey mapping, Net Promoter Score (NPS).
- Familiarity w

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