Customer Insights Manager

2 days ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 93821
**Department**: AR Customer Resolution Complaints Resolution
**Division**: Australia Retail
**Location**: Melbourne
About Us
At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role
The Customer Insights manager is responsible for gathering, analyzing, and interpreting customer complaints data to generate actionable insights for the Customer Resolution business. The role is primarily focused on delivering proactive risk reporting to senior management, the Board, and other committees to inform key decision-making and provide strategic recommendations based on the insights.
**Role Location**: Melbourne
**Role Type**: Permanent, Full time
What will your day look like?
**This role is accountable for**:
Analyze large datasets to identify trends, patterns, and insights.
Prepare and maintain reports, dashboards, and visualizations that summarize key metrics and trends.
Monitor key performance indicators (KPIs) to track Customer Resolution business performance.
Translate complex data into easy-to-understand reports or presentations.
Provide actionable insights based on data to help drive business decisions.
What will you bring?
To grow and be successful in the role, you will ideally bring the following:
**Technical Skills**: Advanced knowledge of data visualization tools (e.g., Tableau, Power BI), SQL, Excel, Python/R for statistical analysis, and data processing tools.
**Analytical Skills**: Ability to think critically and interpret data to uncover meaningful insights. Monitor the progress of ongoing complaints, analyze trends, and generate reports for management about complaint handling processes and outcomes.
**Communication Skills**: Ability to present complex findings in a clear and concise way for both technical and non-technical stakeholders. Strong communication and stakeholder management & engagement skills.
**Attention to Detail**: Ensuring accuracy and consistency in data collection and reporting.
Bachelor's Degree and/or technical qualifications in data and analytics
Strong experience in data analysis / engineering roles, preferably in banking or financial services
Strong track record of experience in risk reporting, preferably within banking, financial or consulting services.
You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
So why join us?
From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
Job Posting End Date
22/05/2025, 11.59pm, (Melbourne Australia)

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