Complaints Analytics Manager

7 days ago

Melbourne, Australia Bupa Full time

**About the Role**

As the Complaints Analytics Manager, you’ll play a pivotal role in transforming customer complaints and feedback into actionable insights that drive strategic improvements across Bupa. Reporting to the Head of Channel Analytics, you’ll work closely with senior stakeholders—including the General Manager of Customer Advocacy & Complaints—to uncover root causes, influence decision-making, and shape initiatives that enhance customer outcomes, operational performance, and regulatory compliance.

This is a high-impact, investigative role with no direct reports, ideal for someone who thrives in a consultative, data-driven environment and enjoys engaging with SMEs, agents, and senior leaders to uncover the real story behind the data.

**Key Responsibilities**
- Lead deep-dive analysis of complaints and feedback using QA and speech analytics.
- Conduct structured root cause analysis to identify systemic issues and recommend targeted solutions.
- Investigate high-severity complaints and influence preventative measures.
- Present insights and strategic recommendations to senior stakeholders and governance forums.
- Maintain root cause registers and ensure clear documentation of findings.
- Continuously improve reporting processes using tools like Power BI and Databricks.
- Collaborate with technology teams to optimise data architecture and capture.
- Champion data-driven decision-making and foster a culture of innovation and accountability.
- Ensure compliance with regulatory frameworks and internal governance standards.

**About You**

You’re a seasoned analytics professional with a passion for uncovering the root causes behind customer complaints and driving meaningful change. You thrive in investigative environments, enjoy working cross-functionally, and are confident presenting insights to senior stakeholders.
- You’ll bring:

- Tertiary qualifications in Business, Analytics, Data Science, or a related field.
- 7+ years’ experience in customer insights, unstructured data analysis, and process mapping.
- Strong analytical and critical thinking skills, with a continuous improvement mindset.
- Proficiency in Power BI and Databricks (SQL/Python) is desirable.
- Excellent communication and stakeholder engagement skills.
- Experience in contact centre operations or customer-facing environments is beneficial.
- A continuous improvement mindset and a passion for customer-centric outcomes.

**What’s in it for you?**

As well as a competitive salary, a range of Bupa benefits and flexible working/ work from home, you’ll be challenged and encouraged to innovate. You will collaborate strongly with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.

Other benefits include discounts on health insurance, as well as access to our new global wellbeing program, Viva. Viva has been designed to help you to live a healthy and happy life. It encompasses a comprehensive health and wellbeing program which includes access to health insurance benefits that will assist with covering the cost of medical treatment, information and education sessions, and preventative healthcare screening such as annual health assessments and skin checks. You will also be eligible to access various discounted products and services through our VIVA wellbeing partnerships.

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