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Customer Insights Analyst
2 weeks ago
**What Makes Us, Us**
We want to be the most trusted wellbeing company in Australia, and this means our focus on wellbeing starts with our people. We support our employees’ Real Wellbeing so that they can better support our members’ and customers’ wellbeing journey.
At Australian Unity we’re for Real Wellbeing. For us, Real Wellbeing means so much more than physical health. It’s about your standard of living, your personal relationships and being connected to your community. It’s about what you want to achieve in life, while having the security to get out and do what makes you happy.
We’re** bold, warm** and** honest.**We make a real difference to people’s wellbeing**.**
**Our Opportunity**
With our desire to take an important step forward in becoming a more agile and responsive business, better positioned to meet the evolving needs of our members and the changing dynamics of our market, we have created an exciting new position of Customer Insights Analyst.
In this critical analytics role, the Customer Insights Analyst will play a pivotal role in uncovering actionable insights that enhance member engagement, retention, and satisfaction across the customer lifecycle. Reporting to the Senior Manager, Customer Lifecycle, you will leverage data analytics, customer feedback, research, and segmentation to support customer-centric strategies that improve business performance.
Key Accountabilities Include, but are not limited to:
- Develop insights using data to support customer-centric strategies that enhance experience and drive growth.
- Manage customer feedback systems and design feedback loops to alleviate pain points and drive advocacy.
- Design experiments to understand drivers and interventions to solve customer and business objectives
- Support lifecycle programs (e.g., welcome, support, recognise, keep) with data-driven insights.
- Monitor and report on campaign effectiveness and recommend optimisations
- Collaborate with frontline teams, marketing, product, lifecycle, business intelligence and squad teams to inform targeted campaigns, segmentation, personalized communications and initiatives to achieve OKRs
- Champion a customer-centric culture through leadership and insight.
- Conduct research (surveys, focus groups, feedback analysis) to inform initiatives.
**What we are looking for**
- Relevant tertiary and post graduate qualifications preferred. Successful completion of a relevant post-graduate qualification would be highly regarded
- Possess the analytical skills to influence stakeholders and uplift their capability, guiding and supporting them through complex matters and issues.
- 2+ years of experience in customer insights, analytics, or research coupled with a proficiency in SQL, Excel, and data visualisation tools (e.g., Tableau, Power BI).
- Strong communication and storytelling skills. Familiarity with lifecycle marketing and customer journey mapping would be highly regarded
- Experience with customer feedback platforms (e.g., InMoment) and CRM systems.
- Experience in PHI or industries with complex regulatory requirements would be highly regarded.
**What’s on Offer**
You will enjoy a range of great employee benefits and rewards including:
- Competitive salary + bonus program
- Enjoy additional yearly Well-Being and Community leave days
- 14-week paid parental leave, with equal benefit for both parents PLUS our Bump to Baby’
- Employee Referral Program
- Employee Assistance Program - support and assistance for you and your partner at those times in life when you need it most.
- Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
- Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more
- Available access to LinkedIn Learning courses through our great Learning platform
**Where to from here?
