Senior Manager, Customer Insights

Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a difference and deliver exceptional experiences to help our customers achieve financial freedom.

Your Team

You will be joining the Customer Engagement & Brand team at CFS, reporting to the Executive Director - Customers Engagement & Brand and responsible for leading the Customer Insights function. Championing customer-centricity across CFS by delivering deep, actionable insights that shape strategic decisions, enhance customer experience, and drive business growth. This role will be working in partnership with the wider marketing team and act as the voice of the customer within the organisation and ensure that customer insight is at the centre of everything we do. This role will proactively

Your Responsibilities

• Analyse and interpret customer data and insights to drive actionable recommendations that enhance customer experience, business outcomes, and thought leadership in the category.
• Define, plan, and implement an annual research program to address the evolving needs of the business, including segmentation, ad hoc research, brand tracking, advertising effectiveness etc.
• Lead the evolution of our Voice of Customer (VoC) program, applying advanced analytical techniques to uncover insights that inform strategic decisions and improve customer experience across touchpoints.
• Embed Marketing Mix Modelling and MROI measurement frameworks to evaluate and optimise marketing effectiveness across the Customer Office.
• Design and interpret complex quantitative and qualitative research studies, leveraging advanced analytics tools and working with agencies to extract meaningful insights.
• Contribute to marketing strategy by ensuring all initiatives are grounded in robust customer understanding.

Your Capability and Experience

• Extensive experience in customer insights, research, or analytics roles, ideally across both agency and client-side environments.
• Demonstrated experience bringing customer insights to life through innovative research methodologies and techniques.
• Proven ability to design and lead complex quantitative and qualitative research programs, including segmentation, brand tracking, and customer journey mapping.
• Strong analytical skills with proficiency in tools such as SQL, Python, R, Power BI, or Tableau to extract and interpret data.
• Experience applying statistical techniques and marketing science frameworks (e.g., Marketing Mix Modelling, MROI) to inform strategic decisions.

What to Expect

At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to:

• Access to CFS Employer Super, which offers an expansive investment menu and flexible insurance solutions
• Support with financial services, including discounts on home loans and daily bank accounts through our partnership with a leading financial institution
• Access to 24/7 confidential support covering safety, medical and mental health services
• Life Leave - 3 days per annum to focus on your wellbeing or celebrate a special event
• Exclusive discounts on retail, travel and entertainment
• Additional leave day to celebrate your birthday

CFS Culture

At CFS we are committed to creating a thriving environment where individuals can flourish. We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential.

Apply today and join us in helping Australians to achieve their financial freedom.

Please note, CFS requires all candidates to have full work rights in Australia.

Where we have preferred candidates, background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to the final preferred candidate's employment being confirmed. The outcomes of the background checks do not preclude the preferred candidate, however, they will be assessed against the inherent requirements of the role.

This role is based on Gadigal Land (Sydney).