Customer Insights Analyst

Let’s talk about this role

At nib, we’re on a mission to deliver better health outcomes and exceptional experiences for our members. Our Experience, Transformation and Productivity team plays a pivotal role in shaping how we engage with and support our customers. Within this team, the Customer Insights function is all about putting the customer at the heart of every decision, through data, research, and actionable insights.

We’re looking for a Customer Insights Analyst to help us deeply understand how our customers think, feel and behave. You’ll play a key role in managing and evolving our Voice of the Customer (VOC) program, leading research and analysis projects, and delivering insights that drive tangible improvements across acquisition, retention, product, and digital experience.

What you’ll be doing:
- Lead and evolve nib’s Voice of Customer program to ensure meaningful measurement and tracking (NPS, CSAT, etc.)- Design and deliver research projects and uncover actionable insights that inform decisions across the business- Analyse customer behaviour and pain points across multiple data sources to improve satisfaction and loyalty- Support digital transformation by identifying trends and analysing customer engagement across channels- Collaborate cross-functionally to champion customer perspectives and embed best-practice customer experience approaches

Let’s talk about you- 3+ years’ experience in customer experience, insights, data analytics or marketing- Strong background in both qualitative and quantitative research methods- Proven ability to interpret data and translate it into compelling, actionable recommendations- Excellent communication, stakeholder engagement and project management skills- A passion for understanding customer behaviour and advocating for their needs

Bonus points for:
- Tertiary qualifications in Business, Marketing or a related field- Experience with SQL, SAS or BI tools (e.g. Tableau, Qualtrics)- Familiarity with customer feedback platforms and insight collection technologies

Let’s talk about who we are

nib is a leader in private health insurance, disability support and health services, reshaping the industry through bold innovation, strategic disruption and trusted partnerships. We deliver great value health insurance and support services to protect, connect and empower you to access healthcare when and where you need.

We have a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, helping members and travellers make more informed healthcare decisions and generally live healthier lives.

Let’s talk about diversity, equity and inclusion

Let’s talk about working at nib

Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs, designed for focus, connection, and collaboration. We’re committed to coming together with purpose.

Other benefits to support you at work (and play) include:
- New starter benefit to help set up a functional home workspace- 50% discount on employee health insurance + 35% off travel insurance- The opportunity to give back to the community through paid leave for volunteering through nib foundation- Access to our nib Well Program and corporate fitness discounts- Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits- 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.