Retention Insights Analyst

Company Description

Welcome to This Australian Life.

From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we’re all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence and retaining great talent.

We're always looking for people who want to go further with us. People who do what’s right, aim high, and work smart. Why not see where we can go?

**Job Description**:
This is a unique opportunity to be part of TAL Pricing and Value team, working closely with the Senior Retention Insights Manager and the key stakeholders in the wider Individual Life business to deliver actionable commercial insights on customer retention and drive optimal commercial outcomes across TAL’s Individual Life portfolio.

You will use your life insurance (or related industry) acumen and data analysis skills to analyse the key drivers of our experience and provide actionable insights to the senior stakeholders. You will also play a critical role in campaign effectiveness monitoring where you’ll combine your life insurance expertise, actuarial skillset and curious nature to understand the commercial implications, identify enhancement opportunities and support management decision making to optimise outcomes for TAL and our customers.

**Some of your responsibilities include the following**:

- Deliver the monthly Retention analysis and insight to help motivate greater understanding of the key drivers of portfolio lapse experience across Retail and Direct
- Support the continuous development of retention capability across all Individual Life business lines to enhance the breadth of the retention insights to support broader commercial strategies
- Use qualitative and quantitative analysis methods, including advanced analytics to develop deep insights into key retention drivers and articulate the commercial outcomes of the retention activities to the business and associated actions required to manage the portfolio.
- Work in collaboration with the Customer Service and Contact Centre teams to input into the measurement of the retention operational performance and the effectiveness of operational activities
- Monitor the commercial effectiveness of the retention campaigns and manage the ongoing feedback loop to cross functional teams to help drive change and improve commercial value
- Support the design of new and/or existing retention campaigns using insights to deliver better outcomes for both the customers and the business
- Contribute to and drive various projects and ad hoc actuarial analysis utilising your insurance acumen, stakeholder management and analytical skills to enable the execution of the Retention Strategy.
- Work with our Finance, Data and Analytics and IT teams to improve the understanding of retention data and align on ways to enhance the flow of information to support the long-term commercial strategy

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.

**Qualifications**:

- Excellent technical skills and natural affinity for numbers, with an actuarial background highly desirable
- Strong analytical capability with familiarity with various languages (e.g. SQL, Power BI, R).
- 2-5 years’ experience in the Australian life insurance market or related industries
- Highly collaborative approach to work with others across the team
- Strong communication and presentation skills both written and verbal
- Keen attention to detail
- Curiosity about advanced analytics methods and its adoption in the customer retention campaigns and operations to improve business performance. Experience in using these methods in commercial environment is a plus.
- Demonstrable experience in delivering quality outcomes on multiple tasks and projects within planned timeframes

Additional Information

Work is a big part of this Australian life, and we work hard to make it one of the best parts. We don’t just say it; we do it. We offer a workplace that’s inclusive and flexible, supporting our people with options that let them make the most of their careers.

We know the value of having different people from all walks of life, with varied points of view and attributes regardless of their age, ethnicity, religion, sexual orientation, gender identity, intersex status or any disabilities they might be living with. We strive for a diverse and inclusive workplace where a sense of belonging encourages people to bring their full selves to work.

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Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management i