Data & Reporting Analyst - 6-Month Secondments
Data & Reporting Analyst - 6-Month Secondments
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Job Description
Data & Reporting Analyst - 6-Month Secondments
Job No: 676117
Sydney - Inner Suburbs & CBD Brisbane - Inner Suburbs & CBD Melbourne - Inner Suburbs & CBD Various
Fix Term Full Time Max Term Full Time
Insurance
Pay Band 4
Data & Reporting Analyst
- Location Sydney Melbourne or Brisbane
- 2 x 6-Month Secondments - Until December 2025
About the role:
The Customer Insights Advisor plays a critical role in transforming customer conversations into meaningful insights that shape strategy service design and continuous improvement. With a strong focus on enterprise call analytics the role involves deep listening to customer calls detecting behavioural patterns sentiment shifts and pain points and communicating these in a way that drives change across the organisation.
You will partner closely with the Customer Service Performance Insights team and collaborate with stakeholders across Digital Product & Portfolio Marketing and frontline operations. Your ability to interpret not just what customers say but how they say it will be key to ensuring the customer voice is clearly understood and embedded in everyday decision-making.
The successful candidate would be curious a problem solver and have the relevant business and technical skills to work as a trusted partner to Customer Service Digital Product & Portfolio and Marketing teams.
This is a secondment opportunity running until Dec 2025 supporting the remediation of Enterprise Call Analytics (ECA) as part of the Genesys upgrade.
Key Accountabilities:
Customer
- Identify key drivers of customer contact through detailed listening and analysis of customer conversations across channels (voice and digital).
- Regularly sample and listen to customer calls to validate themes understand context and assess the accuracy of categorisation models.
- Design build and continuously improve thematic call topics within Genesys to reflect the language customers use and the evolving nature of their needs.
- Learn and apply best practices for using qualitative insightssuch as themes tone and intentto add value in a fast-paced customer service environment.
- Maintain a strong understanding of the Customer Service operating environment including products services brands internal processes and the external market landscape.
Analytics & Reporting
- Help in the development of ECA reporting suite via Tableau and Excel to provide clear action-oriented commentary on customer metrics themes and behaviours.
- Contribute to regular reporting and ad-hoc analysis to support both strategic initiatives and day-to-day operational needs within Customer Service.
- Collaborate with colleagues to blend quantitative data (e.g. volumes metrics) and qualitative insights (e.g. themes sentiment) for deeper understanding of customer issues.
People
- Build trusted collaborative relationships with stakeholders across various stakeholders.
- Facilitate discussions with stakeholders to explore customer insights and co-design improvements.
- Help uplift internal capability by sharing best practices around listening thematic coding and the use of qualitative insights in contact centre environments.
- Contribute to a team culture grounded in curiosity empathy and continuous learning aligned with Suncorps values.
Key Stakeholder Relationships:
- Cust & Distribution Performance Insights team
- CCaas project team.
- CS Customer Experience Squad
- CS Leadership Team
- Customer Advocacy Team
- Group Customer Insights
- Product Pricing & Portfolio
- Marketing
- Data & Enterprise Technology
About You:
- Tertiary qualifications in Business Commerce or a related field (desired)
- 3 years experience in a contact centre or customer service role with a strong understanding of frontline operations.
- Experience conducting qualitative analysis of customer conversations and identifying recurring themes trends and improvement opportunities.
- Exposure to quality assurance processes including auditing calls and providing feedback or coaching to frontline team members.
- Strong communication skillsboth written and verbalwith the ability to present insights clearly and influence stakeholders.
- Experience working in analytics-driven environments such as business analysis is highly valued.
- Proficient in Excel (intermediate to advanced) for analysis and reporting; PowerPoint for insight storytelling.
- Familiarity with Tableau (intermediate) and SQL is desirable.
- Knowledge of internal systems such as CRM/CWB or similar platforms is an advantage.
Key Capabilities:
- Strong analytical mindset with a high attention to detail and ability to solve complex problems.
- Ability to work autonomously managing tasks effectively and meeting expectations with minimal supervision
- Deep understanding of customer interactions and behaviours in an insurance-based contact centre environment
- Excellent written and verbal communication skills with the ability to tailor insights and messaging to senior leaders stakeholders and operational teams
- Passionate about customer advocacy with a drive to influence positive change through evidence and storytelling
- Creative and critical thinking abilities with a proactive approach to unfamiliar or ambiguous problems
- Comfortable working in fast-paced evolving environments adapting quickly to shifting priorities and business needs
- Collaborative team player with strong interpersonal skills and the ability to build effective relationships across functions
- Resilient under pressure with the ability to manage deadlines and deliver consistently high-quality outcomes.
Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time
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