Customer Insights Specialist

21 hours ago

Melbourne, Victoria, Australia IAG Full time $70,000 - $120,000 per year

Help shape the future as a
Customer Insights Specialist
Join the largest general insurance group in Australia and Aotearoa New Zealand. We're a top-tier ASX-listed company helping to make the world a safer place through creating a stronger and more resilient business and enabling our portfolio of iconic insurance brands.

Your Role
At CGU and WFI, customer experience (CX) is at the core of how we design and deliver our services. The
Customer Insights Specialist
plays a key role in this, using data, research, and feedback to generate insights that strengthen our understanding of customer needs and shape meaningful improvements.

This is a permanent position, and we welcome candidates based in Gadigal Country
(Darling Park 2, Sydney)
and
Naarm (Melbourne)
. We offer flexible working arrangements with a mix of work from home and office.

About The Role
As our Customer Insights Specialist, you'll:

  • Monitor and evaluate customer experience across CGU and WFI brands, tracking performance in both B2B and B2B2B operating models.
  • Turn research into results by generating actionable insights from customer feedback, journey analytics, and CX metrics.
  • Own our listening programs by designing and managing Voice of Customer (VOC) platforms, with Medallia experience highly valued.
  • Strengthen how we measure and report on CX, ensuring data translates quickly into action.
  • Influence outcomes by communicating insights in a way that drives improvements in satisfaction, loyalty, and customer experience.
  • Partner with our CX Manager to align and support broader initiatives across the business.
  • Champion continuous improvement, building capability and embedding customer thinking into everyday decisions.

What You'll Bring

  • Experience in customer insights or CX, ideally in B2B or B2B2B environments.
  • The ability to turn complex data into stories and insights that drive action.
  • Hands-on expertise in Voice of Customer programs (bonus if you know Medallia).
  • Solid grounding in CX tools and measures – from journey mapping to NPS, CSAT, and CES.
  • Confidence working with stakeholders to influence change and lift the customer experience.

Applications close on
Monday, 29 September 2025 at 23:59pm AEDT
.

Joining
IAG
, you'll have access to a raft of benefits from across the Group:

  • Boosted superannuation with 13% as standard
  • Up to 50% off personal insurance, including home and motor insurance
  • 5 myLeave days per year on top of annual leave
  • Work from home and many more flexibility options with myFlex
  • Industry-leading 20 weeks paid parental leave, available from the day you start, for both primary and secondary carers
  • A certified Family Inclusive WorkplaceTM
  • employment type eligibility criteria apply

About Us
As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That's not just words. It's our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.

We're ready for you.
Apply today.

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