Insights Lead - Consumer Performance Risk & Executive Office

• Permanent Role Pay band 5
• Location Sydney Melbourne or Brisbane

About the role:

The Insights Lead drives performance optimisation and improved customer outcomes by delivering actionable insights and analysis. Working closely with the Customer Service (CS) Performance team and stakeholders across Distribution and Claims the role translates complex performance data into meaningful insights.

This includes building and maintaining dashboards leading performance discussions and identifying opportunities for improvement. The role also plays a key part in influencing business strategy by challenging benchmarks and aligning insights to organisational goals.

The Insights Lead contributes directly to improving Customer Service performance across financial productivity customer people and quality measures.

More specifically you will:

Business analysis and data visualisation

• Analyse customer behaviour market trends and the economic environment to proactively identify performance opportunities and risks.
• Translate data into commercial opportunities by delivering compelling insights and business cases that improve CS
• Provide insight into productivity and performance drivers across CS to support performance optimisation across the business.
• Assess and quantify the execution and ongoing impact of solution implementations at all levels.
• Proactively identify and conduct deep dive investigations of business issues or topics producing insights that support decisions by the CS Leadership Team (CSLT).
• Represent the CADPI team in meetings and forums to ensure CS needs are considered and to help inform the Insights team of relevant activities that may have an impact on the CS business.
• Provide analytical support for multiple complex cross-functional projects and initiatives managing timelines work plans and stakeholder engagement.
• Respond to business inquiries related to data capabilities reporting dashboards alerts and projects.

Customer

• Partner with key business areas to co-develop consistent practices tools and insights.
• Use analysis to identify barriers to delivering exceptional customer service.
• Provide actionable insights that support customer experience optimisation.

People

• Build and maintain collaborative relationships aligned with Suncorp values.
• Work effectively with a broad range of stakeholders across business and technical teams.
• Represent the Performance & Analytics team in meetings and projects leading discussions both in-person and remotely.
• Coach and mentor others to uplift capability across the team.

About You:

• Tertiary qualifications in Business Commerce or a related field (desired)
• Proven ability to write high-quality commentary and insights.
• Intermediate to advanced proficiency in analytical and visualisation tools (SQL Excel PowerPoint).
• 3 years of experience in contact centres (advantageous).
• Familiarity with analytical platforms such as Tableau and Operative Intelligence (desired).
• Demonstrated experience in stakeholder engagement presentation and cross-functional collaboration.
• Skilled at translating complex business problems into clear analytical objectives and actionable insights.
• Strong strategic mindset with a solid understanding of key operational and financial concepts.
• Experience supporting or managing projects in dynamic business environments

Key Capabilities:

• Knowledge of contact centre operating models and metrics that drive efficiency service excellence and sales (desirable).
• Ability to present insights in a compelling way that engages and influences stakeholders.
• Skilled at synthesising complex data into clear actionable insights.
• Strong critical thinking creative problem-solving and self-learning capability.
• Effective at managing multiple priorities in a fast-paced deadline-driven environment.
• High-level written and verbal communication skills adaptable across all business levels.
• Strong interpersonal skills with the ability to collaborate and build relationships.
• High attention to detail and a passion for using data to drive change.
• Able to work independently and perform under pressure

Advertised: 13 Aug 2025 AUS Eastern Standard Time
Applications close: 05 Sep 2025 AUS Eastern Standard Time