Customer Insights Manager

Company Description

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

**You're** an Individual. **We're** the team for you. **Together**, let's transform the way the world pays.

**Job Description**:
Managed Services is part of Visa’s consultancy division, serving Visa's clients (including card issuers, acquirers, and merchants) and solving their strategic problems focused on improving performance and profitability.

In Australia, New Zealand and the South Pacific, Managed Services lead the efforts to help our clients deliver, execute and implement strategic projects. Our team champions a solution-first mindset and Human Centric Design methodologies to design and deploy leading class customer engagement and portfolio optimisation solutions for our clients. We deliver on objectives from a shared value agenda, effectively becoming the trusted delivery team for our clients and partners. Managed Services is a fast-growing area of the Visa business where our people are the product - and the priority.

**What a Customer Insights Manager does at Visa**:
Ideally based in Sydney but with hybrid work options, the Customer Insights Manager, will provide insights to support the full customer lifecycle. You will work closely with the Delivery Director dedicated to one of our issuing clients. Your role will be to provide analytics, using visualisation and actionable insights to help drive strategic recommendations to drive product optimisation.

In this role you will also:

- Participate in customer analysis at all layers - planning, forecasting, behavioural analysis, research integration and customer lifecycle. Be confident to gather requirements, interpret, and produce information reporting for various stakeholders
- Develop and maintain end-to-end business intelligence reporting through group visualisation tools, including the creation of backend automated complex database processes
- Educate the business users to ensure the reports are used and interpreted correctly
- Strong stakeholder management, team oriented, technical with an artistic visualisation approach to imparting and informing internal stakeholders
- Be persistent to deeply understand data capabilities, deep dive on challenges and outline proactive recommendations
- Strong communication skills to playback results and success of campaigns delivered to client, leading to improved customer experiences, new opportunities, and new product requirements
- Be proactive and passionate in identifying insights that provide opportunities for improving customer engagement
- Build strong relationships with internal Visa stakeholders and liaise with cross functional teams to leverage best practice
- Document processes, key learnings and best practices in artefacts that can be reused across the client’s business.

**Why this is important to Visa**

This role will support a strategic and multi-dimensional client in Australia as a member of a new and growing team at Visa. This role will help to build the Visa Managed Services business in market, a scaling space that is in high demand from our clients.

If you are a trailblazer willing to challenge the status quo, this is the role for you. We need a Insights Manager willing to expand their skillset and develop muscle for designing and delivering insights for our client.

**Qualifications**:
**Key competencies**
- ** Active Contributor to Team Success****:

- **Actively participating as a member of a team to move the team toward the completion of goals. Makes suggestions for achieving team goals or performing team functions; provides necessary assistance to remove obstacles to help the team accomplish its goals
- ** Business Translator** - Translates complex data challenges into well-defined insights, showcasing the impacts of marketing campaigns and enable the effective use of customer targeting. Ability to ‘think like a customer’ and show empathy to their experience is essential
- ** High-Impact Communication** - Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others’ thoughts and actions
- ** Building Strategic Work Relationships** - Developing and using collaborative relationships to achieve work goals. Uses good interpersonal relationships by helping people feel valued, appreciated, and included in discussions (enhances self-esteem, empathizes, involves, discloses, supports).

**What you will need** to be successful**:

- An analytical min