Channel Analytics Lead

6 months ago

Melbourne, 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**:
Reporting to the Senior Channel Insights Manager, the Senior Channel Insights Analyst will leverage their natural curiosity and interest in channel processes and customer insights to help develop an understanding of our customer journey. With a passion for customer advocacy and storytelling through data, they will uncover actionable insights using unstructured and structured data analysis techniques.

**How will I help?**

Key accountabilities of this role include:

- Developing insights articulating business impact for critical Quarterly reporting, highlighting causes of customer friction and performance of Internally Escalated / PHIO complaints against market share.
- Synthesise unstructured business problems into meaningful recommendations across operational metrics and strategic drivers, including identifying interrelationships and highlighting implications.
- Engage and collaborate with stakeholders across CBO and HI to evaluate strategy and share data and insights addressing customer (complaints) experience feedback.
- Maintain a suite of PowerBI dashboards to support the regulatory and adhoc cycle of complaints reporting, translating data into easy-to-understand reports and dashboards designed to support business leaders with channel operations.
- Continuous improvement of how reports are served, utilising existing technologies and data structures whilst also exploring the art of the possible.
- Work closely with business and technical teams to ensure optimal utilisation of available resources and impending technologies - ensure our requirements are proactively addressed and onboarded as we transition to newer data architectures.
- Other adhoc work as required for Customer & Business Operations leadership

**What do I need?**
- Relevant Business qualification (e.g. Data Analytics, Statistics, Finance, Science, IT, Management, etc.).
- 3+ years external / internal business advisory, or management consulting experience
- Proven ability to analyse data and present granular or technical data in an effective and reliable manner.
- Ability to quickly understand business processes, systems, opportunities and limitations
- Manages time effectively to meet competing deadlines and milestones
- Works productively in a pressurised environment, keeping emotions under control during difficult situations and balances the demands of work by maintaining a positive outlook at work.
- Experience in identifying, quantifying and articulating business improvement opportunities
- Excellent written and oral communication and presentation skills, with the ability to influence senior leaders with best-in-class data storytelling out of disparate data and information sources.
- Ability to build strong advisory relationships with senior stakeholders, as well as seamless engagement and collaboration across the organisational structure.
- Capability of working with a high degree of complexity and ambiguity, whilst delivering rapid, accurate and impactful results.
- Power to influence based on clearly articulated recommendations and concisely represented data that drives stakeholder expectations to the point of decision-making.
- Experience working with contact centre operations or other customer facing environments is preferable
- Ability to manoeuvre SAS and SQL databases will be considered as a positive.

**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 an

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