Lead - Customer Insights Platform

2 weeks 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 strategy, customer experience activity, brand strategy/segment plans and our commercial/financial plans.

The Customer Insights Platforms Lead will support the maintenance and improvement of existing and emerging customer feedback platforms and their integration with Suncorp’s data assets. The role facilitates improvement in connection across the customer insights platforms and a shift towards actionable insights which meet business requirements. Lead roles will be accountable for stakeholder engagement and insight platform management.

**More specifically, you will**:

- Support the Manager, Customer Insights Platforms in ensuring the platforms deliver to business requirements and effective management/prioritisation of new work.
- Supports and project manages elements of the design, enhancement, and development of the customer experience insights; including internal and external sources.
- Builds analytical tools, visualisations, and solutions to enhance accessibility of insights from data and verbatim across customer journeys and episodes.
- Determines approaches to automate and integrate data from unstructured/structured feedback sources from external and/or internal sources.
- Maintain and continuously improve the delivery of insights from platforms, enabling identification and tracking of pain points, emerging issues, and improvement opportunity - also deriving frequency, incidence, and impact to determine what’s most important.
- Work with relevant stakeholders to ensure business requirements are met/developed.
- Support the ‘inner loop’: post interaction customer surveys and the future evolution of these. Execute the configuration of the research automated insights from customer feedback systems (VoC, syndicated research)
- Identifies opportunity to develop and utilise the customer community and other platforms to ‘test and learn’ from customer feedback.
- Work on projects to optimise internal survey and external data flow so that it creates a connected system of feedback, identifies themes and patterns, and improve actionability of competitor insights.

**About You**:

- Bachelor or post-graduate degree in related field (desired)
- Proficient in SQL
- Demonstrated attention to detail with a focus on data quality.
- Ability to conceptualise BI data solutions.
- Project experience with business requirement gathering stakeholder management & user acceptance testing.
- 5 years+ experience analysing diverse data and extracting insights to drive business decisions in market/customer research.
- Experience with visualisation tools including Tableau/Power BI

**Key Capabilities**:

- Curious, bold, and forward looking. Always learn and looking to share findings.
- Innovative, strategic thinking; hands on to ensure things get done; experimental and looking to learn and share thought leadership.
- Ability to manipulate large datasets and analyse them in context required to address business problems. Data will be sourced from internal systems and potentially from external survey providers and other external sources.
- Ability to extract insight from large datasets.
- Ability to build visualisations and models to simplify tracking of historical key variables, implications, and contribution/attribution of components to key outcome as well as scenarios (including some forecasting).
- Strong verbal and written communication skills and an ability to present complex concepts clearly to stakeholders.
- Ability to engage with data analytics professionals, understand and navigate data processes to enable leverage of data for insights.

**What we can offer you**:

- Discounts and offers on a range of retail favourite stores as well as banking and insurance products.
- A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
- Invest in your brighter future with ongoing study support and career development programs.
- Give back to our communities with payroll giving, donation matching and paid volunteer leave.
- Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.

**About Suncorp Group**:
We’re proud to be a part of the Suncorp Group family alongside some of Australia’s most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most - while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own

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