Manager, Customer Insights Platforms

5 months ago

Sydney Inner Suburbs, Australia Suncorp Group Full time

**Manager, Customer Insights Platform**
- **Permanent Role**:

- **Location Sydney, Melbourne, or Brisbane**

**About the role**:
The Customer Insights team enables Suncorp to make effective customer decisions by recommending the direction, priorities and territories for customer experience (CX) improvements. The team delivers insights which informs customer strategy, customer experience activity, brand strategy/segment plans and our commercial/financial plans.

The Manager, Customer Insights Platforms will lead the team who maintain and improve existing and emerging customer insights platforms and their integration with Suncorp’s data assets. The role drives improvement in connection across the customer insights platforms, utilisation of emerging technology and the shift towards actionable insights which meet business requirements. The role will develop solutions for enhanced reporting of first level insights based on both structured and unstructured feedback and works closely with stakeholders in Customer insights/CX and DET to prioritise solutions. This role will provide input into the future insight’s strategy and the execution of changes in platforms.

**Key Accountabilities**:

- Manages existing research platforms and executes the roadmap for their development.
- Optimise internal survey and external data flow so that it creates a connected system of feedback, identifies themes, and improve actionability of customer insights. Executes the configuration of customer feedback systems (VoC, syndicated research - including NPS, brand trackers).
- Manages delivery of future state requirements from external benchmarking surveys including communication of insights, delivery of data and building operational CX benchmarking.
- Maintain and continuously improve the delivery of first level insights - themes, pain points and performance to meet internal business requirement across all platforms so that root cause can be identified faster - triangulating insights generation across voice of customer, customer community and syndicated research.
- Determines customer journeys and pathways and appropriate solutions for their measurement across external and internal data/survey sources.
- Maintain and support existing CX insights platform data/technology builds and the CX system around customer journeys ensuring consistent adoption of a taxonomy between internal and external data sources.
- Rationalisation of feedback sources, survey numbers and design across internal and external surveys.
- Introduces new capability to improve generation and delivery of insights to meet business requirements.
- Ensure platforms are set up to support inner loop through high velocity customer feedback and zero touch insights including post interaction surveys and other sources of market benchmarking.
- Manages supplier portfolio/budgets across all sources of customer feedback, syndicated research and analytical platform capability covering customer experience, market and brand tracking surveys and ensures data flow.
- Manage stakeholder relationships and customer insights platform risk e.g. market trackers, VoC.
- Identifies opportunity to develop and utilise the customer community and other platforms to ‘test and learn’ from customer feedback.
- Manages team and drives engagement including assigning accountabilities for stakeholder and supplier management relating to platforms.

**About You**:

- Degree in Relevant field
- Demonstrated experience (10+ years) in leading multi stakeholder customer data/feedback systems.
- Experience using and implementing customer feedback platforms and software (VoC; external trackers) and managing change relating to these platforms.
- Experience and knowledge of existing and emerging customer feedback platforms/approaches
- Experience with complex data environment including aligning of insights platforms, business requirements for insights to data and technology systems.
- Experiencing managing, leading and improving Voice of Customer and External research platforms.
- Experience with customer value measurement frameworks and relevant sources of data to inform and measure performance of customer journeys and experiences.
- Strong risk and project governance skills.

**Key Capabilities**:

- Innovative, strategic thinking; hands on to ensure things get done; experimental and looking to learn and share thought leadership.
- Strong customer focus, strategic mindset and ‘outside in’ thinking.
- Strong interpersonal skills and a demonstrated ability to effectively resolve conflict.
- Good experience with quantitative and qualitative research techniques and analysis thereof.
- Proficiency in statistical analysis, data analysis and database query languages
- High quality written and verbal communication skills.
- Demonstrates and fosters a sense of urgency, ownership, and strong commitment to achieving goals and organisational success.

**What we can offer you**:

- Discounts and offers on a range

  • Lead - Customer Insights Platform

    5 months ago

    Sydney Inner Suburbs, Australia Suncorp Group Full time

    **Lead - Customer Insights Platform** - **Permanent Role**: - **Location Sydney, Melbourne or Brisbane** **About the role**: The Customer Insights team enables Suncorp to make effective customer decisions by recommending the direction, priorities and territories for customer experience (CX) improvements. The team delivers insights which informs customer...

  • Senior Manager, Analytics and Strategic Insights

    4 weeks ago

    Sydney, New South Wales, Australia Talent Insights Full time

    Job Title: Senior Manager, Analytics and Strategic InsightsAt Talent Insights, we are seeking a highly skilled Senior Manager, Analytics and Strategic Insights to join our team. This is a unique opportunity to lead a team of talented analysts and data scientists in delivering high-impact customer insights to drive business growth.About the Role:Lead a team...

  • Senior Manager, Analytics and Strategic Insights

    1 month ago

    Sydney, New South Wales, Australia Talent Insights Full time

    Senior Analytics Manager - Campaign Insights and Strategic PerformanceThe role of Senior Analytics Manager - Campaign Insights and Strategic Performance at Talent Insights will see you leading a team working on a wide variety of projects that focus on identifying opportunities to increase customer engagement and overall profitability for our clients.You will...

  • Senior Manager, Analytics and Strategic Insights

    1 month ago

    Sydney, Australia Talent Insights Full time

    Strategic insights focused role - customer engagement Manage a small team of Insights Analysts & Data Scientists Initial 7 Month Contract + Possible Permanent Opportunity The role of Senior Analytics Manager -...

  • Senior Manager, Analytics and Strategic Insights

    3 weeks ago

    Sydney, New South Wales, Australia Talent Insights Full time

    Role OverviewThe Senior Manager, Analytics and Strategic Insights will lead a team of Insights Analysts & Data Scientists in identifying opportunities to increase customer engagement and overall profitability for our client.Main ResponsibilitiesManage and coach Statistical Insights AnalystsLead the scoping and delivery of analytics projects using a...

  • Senior Manager, Analytics and Strategic Insights

    3 weeks ago

    Sydney, New South Wales, Australia Talent Insights Full time

    Job Title: Senior Manager, Analytics and Strategic InsightsAbout the Role:The Senior Manager, Analytics and Strategic Insights will be responsible for leading a team of Insights Analysts and Data Scientists in delivering high-impact customer insights to the business. The role will involve managing and coaching a team, leading analytics projects, interpreting...

  • Senior Manager, Analytics and Strategic Insights

    4 weeks ago

    Sydney, New South Wales, Australia Talent Insights Full time

    Senior Analytics Manager - Campaign Insights and Strategic PerformanceThe role of Senior Analytics Manager - Campaign Insights and Strategic Performance at Talent Insights will see you leading a team working on a wide variety of projects that focus on identifying opportunities to increase customer engagement and overall profitability for our clients.You will...

  • Insights Analyst

    1 month ago

    Sydney, Australia Talent Insights Full time

    Initial 12 month contract, high likelihood of conversion Remote, flexible work from any Australian location Work with a best in class team using modern techs Senior Insights Analyst (12-Month Contract)Location:...

  • Lead Insights Analyst

    1 month ago

    Sydney, New South Wales, Australia Talent Insights Full time

    Job Title: Lead Insights AnalystAre you a seasoned Senior Analyst looking to take your career to the next level? Do you have a passion for insights and strategic thinking? We're seeking a Lead Insights Analyst to join our team at Talent Insights, a leading eCommerce company dedicated to providing exceptional customer experiences through data-driven...

  • Analytics Manager Customer Analytics Fintech

    5 months ago

    Sydney, Australia Talent Insights Group Full time

    Fast paced fintech looking for a Customer Analytics Manager - 12 month day rate contract | Competitive day rates | No direct reports - Must be technically strong in SQL., customer segmentation modelling & Tableau Awesome 12 month day rate contract role, driving analytics and solving strategic commercial outcomes for the businesses. - No team management...

  • Lead Insights Analyst

    1 month ago

    Sydney, Australia Talent Insights Full time

    Technical and strategic experience required Attractive salary, benefits and career progression Flexible, hybrid work Job Title: Lead Insights Analyst ( SQL / Tableau / BigQuery )Location: Sydney / Melbourne /...

  • Senior Insights Analyst

    1 month ago

    Sydney, New South Wales, Australia Talent Insights Full time

    Join a world-class team at Talent Insights, working on a modern tech stack. Enjoy hybrid/remote working flexibility and a competitive package with excellent progression opportunities. As a Senior Insights Analyst, you'll play a crucial role in shaping strategic initiatives across the organization. Your responsibilities will include leading strategic...

  • Lead Insights Analyst

    4 weeks ago

    Sydney, New South Wales, Australia Talent Insights Full time

    Job Title: Lead Insights AnalystA dynamic and innovative eCommerce environment is seeking a skilled Lead Insights Analyst to join their team. As a key member of the Talent Insights team, you will play a crucial role in shaping strategic initiatives across the organization.Key Responsibilities:Lead strategic analytics initiatives to drive decision-making and...

  • Platform Technology Manager

    5 months ago

    Sydney Inner Suburbs, Australia Suncorp Group Full time

    We’re never just satisfied with how things are - because we know how things could be. And it’s our expert Technology team who forge ahead every day to make those ‘what ifs’ a reality. Welcome to a place where you can chase real progress and drive real change. And that includes your own career. Being a part of Technology at Suncorp Group means being...

  • Senior Lead Business Analyst

    2 weeks ago

    Sydney, New South Wales, Australia Talent Insights Full time

    Job Title: Senior Manager, Analytics and Strategic InsightsJob Description:As a Senior Manager, Analytics and Strategic Insights, you will be responsible for leading a team of Insights Analysts and Data Scientists in providing strategic insights to drive customer engagement and overall profitability for our client, Talent Insights.You will be responsible for...

  • Strategic Insights Expert

    2 weeks ago

    Sydney, New South Wales, Australia Talent Insights Full time

    Role Overview: The Lead Insights Analyst position has evolved from an embedded Campaign Analyst and reporting role to a more strategic-focused role. This position supports various marketing and below-the-line campaigns while emphasizing problem-solving, presentation skills, and storytelling capabilities. As the epicentre of strategic analytics within the...

  • Data Insights Specialist

    1 month ago

    Sydney, New South Wales, Australia Talent Insights Full time

    Senior Insights AnalystJoin Talent Insights in driving strategic insights through data analysis in the Financial Services and Insurance sector. We are seeking a Senior Insights Analyst to play a key role in campaign reporting, dashboarding, and business-as-usual activities.Key Responsibilities:Develop and deliver comprehensive campaign reports to evaluate...

  • Platform Technology Manager

    2 months ago

    Sydney Inner Suburbs, Australia Suncorp Group Full time

    **Great culture, supportive leadership, and fantastic team environment**: - **12-month contract opportunity**: - **Brisbane, Sydney, or Melbourne location** **About the role** The Platform Technology Manager acts as the technical conscience for the Payments Platform ensuring that build and run systems are within the approved technology roadmap. They...

  • Manager Customer Research

    5 months ago

    Sydney, Australia Onset Full time

    Manager Customer Research & Insights - 3-6 month daily rate contract - Up to $800 per day - Sydney CBD based with WFH flexibility We're searching for a Storyteller; an exceptional Customer Research & Insights Manager/Consultant who can assist our unique financial services client on their transformational Voice of the Customer (VOC) journey. While initially...

  • Strategic Business Insights Professional

    13 hours ago

    Sydney, New South Wales, Australia Talent Insights Full time

    Talent Insights is seeking an experienced Senior/Lead Insights Analyst to join their team on a permanent basis, playing a crucial role in shaping strategic initiatives across the organization.Job Overview:The Lead Insights Analyst position has evolved from an embedded Campaign Analyst and reporting role, now focusing on strategic work. This role will support...