Insights Analyst

**Req ID**: 91885
**Department**: Channel Strategy & Transformation
**Division**: Australia Retail
**Location**: Docklands
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
As part of our Self-Service Adoption team, you will play a significant role in helping drive the Retail Customer Engagement strategy to drive adoption of digital and self-service ways of banking with our customers and bankers. This involves increasing the digitization of our customer base and uplifting the number of customers who serve themselves through digital channels (ANZ App) instead of assisted channels, for simple service and cash transactions.
Data Analysts deeply understand the power of data to generate quality customer insight, manage information and identify trends to accelerate sound business decisions. As part of the Reporting & Insights Squad, this role will be responsible for playing a lead role in provision of insights to self-service adoption team and key stakeholders, to enable data driven decisions around our initiatives and areas of focus that will have the most impact.
**Role Location**: 833 Collins Street, Docklands VIC 3008
**Role Type**: Permanent
**Work Schedule**: Full Time
What will your day look like?
**As an Insights Analyst, you will be accountable for**:
Lead continuous improvement of Self-Service dashboards to manage and monitor success of adoption activities and identify additional areas of focus
Analyse data and provide actionable insights to self-service adoption team and stakeholders to help guide decisions around prioritisation of activities that drive business value, or to inform strategic direction
Review dashboards and reporting for accuracy and investigate anomalies
Source data from a variety of sources to combine, synthesise and analyse to generate insights
Leverage your knowledge on business process, ANZ product and data to identify insights relevant to drive self-service
Manage/produce monthly/quarterly reporting to stakeholders & senior leaders to show progress to self-service adoption goals
Provide data and insights on competitors, market, benchmarks and value propositions to support self-service adoption strategy and priorities
Continuous generation, monitoring, presenting and conducting of 'fact-based' analysis of relevant customer insights to use at any time for the development and improvement self-service channel usage and reduction in assisted channel transactions
Documentation, communication and knowledge sharing of data sources/insights
Develop tools and methods to fully profile customers and customer segments
Support key data platform and/or data scheduling jobs to support insights delivery to key audiences (e.g. frontline, other tribes)
Assisting with customer journey mapping, to enable data discovery to bring a broader picture to customer contact volumes across assisted channels.
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Proven background in insights and reporting role
Good understanding of concepts in applied probability and statistics
Hands-on knowledge and experience with tools and techniques for analysis, data manipulation and presentation (e.g. SAS, SQL, Tableau, VBA, Qlik, BI, Teradata)
Analytical and inquisitive mindset to continuously improve the level of insight surfaced
Knowledge of Digital data and assisted channel data, business process/customer journey knowledge and solid technical data-mining abilities
Strong understanding of how to present and visualise data using the right tools for the right purposes
Strong capabilities to source, join and derive insights from disparate data sources across several Domains
Able to define, plan and execute testing of data
Able to analyse, manipulate, and present data and insights
Ability to effectively communicate and present to all stakeholders (translate technical into non-technical and vice-versa)
Analytical and inquisitive mindset to continuously improve the level of insight surfaced
Strong ability to translate data insights into practical business recommendations
A strong execution mindset and ability to deliver quality outputs and manage actions within required timeframes.
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