Brand Analyst

Posted: 02/07/2025

Closing Date: 30/07/2025

Job Type: Permanent - Full Time

Location: Collingwood or Mascot

Job Category: Banking and Financial Services

Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.

The Brand Analyst plays a key role in shaping and strengthening the bank’s brand through data-driven insights and strategic research. Reporting to the Head of Brand, this role leads the Voice of Customer (VOC) program—including NPS and customer satisfaction tracking—to ensure customer perspectives are embedded in brand and marketing decisions. They analyse and report on VOC data to identify opportunities for improving customer experience and supporting broader business objectives.

Working cross-functionally, the analyst will develop and manage a customer panel to maintain a continuous feedback loop that informs strategic decisions. They will also deliver market insights and customer trend analysis to guide brand, marketing, and corporate strategies, using a structured research approach to keep the organisation responsive to evolving customer needs and market dynamics.

**This role is based in Collingwood or Mascot.**

**Why join us**
- We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
- As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
- Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
- We offer flexible working options, competitive salary and 13% super.
- Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
- We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
- We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
- We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
- We care for a conservation reserve - where we work with key partner organisations to protect threatened species and involve staff in conservation.

**What you will be doing**
- Lead customer research initiatives by designing and managing VOC programs, customer panels, and market research to support strategy, brand positioning, and performance tracking.
- Generate actionable insights by analysing customer feedback and market data, identifying opportunities to improve customer experience, and contributing to key reports and dashboards.
- Communicate findings effectively through clear, compelling reports, presentations, and visual dashboards that inform internal stakeholders and strategic decisions.
- Collaborate across teams and partners to align insights with business goals, support cross-functional initiatives, and manage relationships with external research vendors.
- Ensure operational excellence by maintaining research documentation, managing budgets and timelines, and upholding data privacy and ethical standards.
- Support leadership with administrative tasks related to research planning, execution, and reporting.

**What you will bring**
- Deeply customer-centric with a strong results orientation and self-motivation.
- Exceptional analytical and reporting skills, with proven ability to interpret qualitative and quantitative data to generate actionable insights that enhance customer experience.
- Extensive experience in designing and executing customer research programs (VOC, NPS, CSAT), underpinned by a solid understanding of both qualitative and quantitative methodologies.
- Strong collaborative approach, with demonstrated success in cross-functional environments and building effective relationships across all levels of the bank and with external partners.
- Outstanding communication skills—interpersonal, verbal, and written—with a talent for delivering considered and balanced advice.
- Effective team player with excellent time management, organisational skills, and meticulous attention to detail.
- Robust corporate background in business, marketing, behavioural sciences, or related disciplines.
- Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.