Contact Centre Analyst

We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen.

Love mining data? Have Serious SQL skills and a knack for unearthing actionable insights?

**It starts here. With Bendigo Bankand you.**:
We’re looking for a technically minded Analyst & Insights Specialist to join our Customer Contact team. In this role, you’ll deep dive into data from platforms like Amazon Connect, LINX, SQL, and voice analytics to uncover patterns, automate reporting, and power up our Contact Centre strategy. You’ll work closely with business leaders to translate technical insights into real-world improvements - helping us move faster, think smarter, and continuously evolve the way we serve our customers. If you’re ready to build, optimise and influence with data, we want to hear from you.

**Key Responsibilities**:

- Analyse structured and unstructured contact centre data (e.g. Amazon Connect, LINX, SQL, NPS, voice analytics) to uncover actionable insights
- Design and automate dashboards and reports to support decision-making across operations and strategy
- Collaborate with stakeholders to define data needs, translate business questions into technical solutions, and communicate results clearly
- Identify opportunities to improve efficiency, performance, and customer outcomes using data-led recommendations
- Integrate data from multiple systems to produce end-to-end insights and support transformation programs
- Champion self-service analytics by enabling teams with user-friendly, automated reporting tools
- Support benefit tracking and data reporting across change initiatives and continuous improvement projects
- Work closely with Customer Contact leadership to align data efforts with strategic goals
- Ensure accuracy, relevancy and quality of data outputs in a fast-paced and constantly evolving environment

**To succeed in this role, we’d love you to have**:

- Deep technical expertise in data mining and analysis - with the ability to extract insights from large, complex data sets
- Advanced proficiency in SQL and experience working with data from platforms like Amazon Connect, LINX, and voice analytics tools
- A strong understanding of data architecture, structures, and integrations across multiple systems
- Proven ability to automate and optimise reporting processes, enabling self-service analytics and faster decision-making
- A track record of translating data into clear, compelling insights that influence strategy and drive measurable outcomes
- High attention to data accuracy, quality, and governance, particularly in a regulated or risk-aware environment
- The ability to work independently on complex data challenges, while also collaborating closely with business and technical stakeholders
- A naturally curious mindset with a passion for solving problems through data and continuously learning new tools or techniques

We offer flexible work options with a hybrid model of minimum** 60% on site attendance**, preferably located in **Melbourne, Bendigo or Adelaide.**

This is a **Permanent,** **Full-time** position based at any of our head office locations.

**So, why work with us?**

**We’re making**_better_**, bigger. And we’ll get there with you.**

Could you be our newest Data Superstar? Now’s the time to set your sights even higher - on the future you and the future career you deserve.

Bendigo Bank has been named Australia's Most Trusted Bank for the twelfth consecutive time.

We are one of Australian’s largest banks, our vision and our purpose is ‘to feed into the prosperity of our customers and communities, not off it’. Being one of the most trusted brands in Australia isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at

**Our perks and benefits**:
Belong to a wonderful team of people. Know how we know they’re great to work with? They told us Great benefits, work life balance and flexibility.
- Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that
- We offer flexible work options that put our people first. You will work a hybrid model, with 60% on site, at one of Head Office locations.
- We know the last few years have been rough, so we have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank

**Still in two minds?**

**Closing Date**:21st August 2025

**Position Description**:**PD - Customer Contact Analyst & Insights.pdf