Customer Insights Analyst
Customer Insights Analyst
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Job Description
Lets talk about this role
At nib were on a mission to deliver better health outcomes and exceptional experiences for our members. Our Experience Transformation and Productivity team plays a pivotal role in shaping how we engage with and support our customers. Within this team the Customer Insights function is all about putting the customer at the heart of every decision through data research and actionable insights.
Were looking for a Customer Insights Analyst to help us deeply understand how our customers think feel and behave. Youll play a key role in managing and evolving our Voice of the Customer (VOC) program leading research and analysis projects and delivering insights that drive tangible improvements across acquisition retention product and digital experience.
What youll be doing:
Lead and evolve nibs Voice of Customer program to ensure meaningful measurement and tracking (NPS CSAT etc.)
Design and deliver research projects and uncover actionable insights that inform decisions across the business
Analyse customer behaviour and pain points across multiple data sources to improve satisfaction and loyalty
Support digital transformation by identifying trends and analysing customer engagement across channels
Collaborate cross-functionally to champion customer perspectives and embed best-practice customer experience approaches
Lets talk about you
3 years experience in customer experience insights data analytics or marketing
Strong background in both qualitative and quantitative research methods
Proven ability to interpret data and translate it into compelling actionable recommendations
Excellent communication stakeholder engagement and project management skills
A passion for understanding customer behaviour and advocating for their needs
Bonus points for:
Tertiary qualifications in Business Marketing or a related field
Experience with SQL SAS or BI tools (e.g. Tableau Qualtrics)
Familiarity with customer feedback platforms and insight collection technologies
We know some people only apply when they meet every requirement. Were always on the lookout for curious individuals who will add to the culture so if this role resonates with you and you have relevant experience wed love to hear from you!
Lets talk about who we are
nib is a leader in private health insurance disability support and health services reshaping the industry through bold innovation strategic disruption and trusted partnerships. We deliver great value health insurance and support services to protect connect and empower you to access healthcare when and where you need.
We have a mission and vision of people enjoying better health. Through our success we aspire to more prosperous and sustainable communities helping members and travellers make more informed healthcare decisions and generally live healthier lives.
Lets talk about diversity equity and inclusion
We embrace a flexible working environment and welcome candidates who reflect the diversity of the communities in which we operate. Were committed to an environment where everyone has the autonomy and freedom to be their authentic selves every encourage Aboriginal and Torres Strait Islander peoples people living with disability veterans LGBTQIA as well as culturally diverse community members to apply for open roles.
nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application recruitment selection and/or assessment process or would like this advertisement in an alternative format please contact us at
Lets talk about working at nib
Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs designed for focus connection and collaboration. Were committed to coming together with purpose.
Other benefits to support you at work (and play) include:
New starter benefit to help set up a functional home workspace
50% discount on employee health insurance 35% off travel insurance
The opportunity to give back to the community through paid leave for volunteering through nib foundation
Access to our nib Well Program and corporate fitness discounts
Access to employee share plans short-term incentive program and life and salary continuance insurance benefits
18 weeks paid parental leavefor 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.
Heres what to expect during our recruitment process: After applying youll receive an email confirmation. Within 1-2 weeks youll get an update on your application status. If you progress to the next stage our Talent Acquisition team will call you to discuss the role your motivations and your career history.
Required Experience:
IC
Employment Type
Full-Time
