Customer Insights Manager, Travel

Let’s talk about who we are

The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.

We're looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary. Extraordinary comes in different perspectives and experiences. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day.

Let’s talk about Diversity, Equity and Inclusion

Let’s talk about this role

As the Customer Insights Manager, you will be responsible for designing primary research studies and analysing quantitative and qualitative data from primary and secondary sources to uncover actionable insights at all stages of our customer journey.

Keep a pulse on market intelligence and data resources and make appropriate recommendations for us to optimise our customer journeys and experience.

Duties include:
- Champion a deeper understanding of the customer voice into the travel culture- Identify what additional research is required to make good decisions- Deliver consumer insights combined with customer insights including conducting market and competitor analysis- Support the creation and analysis of ad hoc internal customer surveys and external surveys- Lead research activities that support the business on brand and business objectives - including brand & reputation tracking

Let’s talk about you

To be successful in this role, you will have 3-5 years’ experience in a similar or related role. You have a passion for advocating for customers and understanding what motivates their behaviour. You’re experienced in understanding business challenges and delivering insights to guide decision-making.

You consider yourself someone who builds rapport well with a variety of stakeholders across the business with the ability to influence and manage expectations. You possess the ability to work to deadlines and deliverables and are comfortable working in a dynamic environment with shifting priorities.

Furthermore you have:
- Skilled in delivering insights compellingly and engagingly by utilising storytelling techniques- Experience conducting quantitative and qualitative research- Able to generate actionable insights from a range of data sets- Strong problem solving and analytical mindset- Advanced level computer skills, including Microsoft Word, PowerPoint and Excel, Jira, Confluence, Monday, Miro

Let’s talk about working at nib

Our hybrid working approach means our employees work outside of the office for the majority of the time. Our hubs offer workspaces to connect and collaborate for events, meetings, or activities. To help our employees embrace working outside of the office, we provide financial support to set up and maintain their home workspace. nib’s approach to flexibility is focused on personalisation and giving our employees choice - not only in where they work, but also when and how.

Other benefits to support you at work (and play) include:
- Generous discounts on nib health and travel insurance products including 50% discount on employee health insurance- The opportunity to give back to the community through paid leave for volunteering through nib Foundation- Support
- _your better health _- whatever that looks for you - through our nib Well Program and corporate fitness discounts- Access to our employee share plans, short-term incentive program and life and salary continuance insurance benefits- Benefits to support our diverse workforce with 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.