CX Root Cause SME

• 6Month Secondments 2 Roles Available
• Locations: Brisbane Sydney or Melbourne

About the opportunity

We have two exciting 6month secondment opportunities available for passionate curious people who want to help improve customer experiences by getting to the real root of customer problems.

As a CX Root Cause Subject Matter Expert (SME) youll play a key role in uncovering why customers are having poor experiences not just whats going wrong on the surface. Working across customer journeys channels and products youll bring together data customer feedback and lived experiences to help teams focus on the changes that will make the biggest difference.

This role sits within Consumer Insurance in the Brand and Customer Experience area reporting to the Human Centred Design Manager.

Suncorp supports flexibility in how when and where work is done and we encourage you to consider how flexibility could work for you in this role.

More specifically you will:

• Find the real causes of customer pain
  Look across customer journeys complaints and operational issues to identify whats truly driving poor experiences moving beyond symptoms to root causes.
• Build a strong understanding of customers
  Listen to calls review complaints and walk through journeys to deeply understand customer experiences and translate insights into clear actions.
• Turn insights into clear priorities
  Bring together multiple sources of data and feedback to identify patterns trends and highimpact issues. (If youre a gun with Excel formulas we want you!)
• Partner to drive action
  Work closely with CX product journey and operational teams to test insights agree on root causes and communicate findings in a way that enables action.
• Lift root cause capability across teams
  Help strengthen how we do root cause analysis and explore new tools and approaches (such as JourneyAI) to generate insights faster and drive longterm improvement.

Who youll work with

Youll collaborate with a wide range of stakeholders including:

• Suncorp customers
• Brand and CX leadership
• Customer Experience and Group Customer Advocate teams across Insurance Australia
• Group Executives and Functional Leadership Teams
• Peer business leaders
• Risk Compliance Regulatory Governance and Legal teams
• Corporate partners and onshore/offshore partners

What were looking for

Were looking for people who are passionate about customers naturally curious and motivated to understand why customer challenges occur.

You dont need to tick every box training and coaching will be provided particularly in HumanCentred Design and root cause practices.

Experience (desirable but not mandatory):

• Using data from different sources to generate actionable insights (training provided)
• Background in customer experience insights analytics service design or similar
• Strong problemsolving skills in complex environments
• Customer research exposure (e.g. listening to calls reviewing complaints)
• Financial services or insurance experience

Key capabilities:

• Customer & Experience Insight understanding endtoend journeys and linking customer outcomes to operational or systemic causes
• Analytical Thinking & Problem Solving making sense of complex unclear problems and connecting the dots
• Communication & Storytelling explaining complex issues clearly in writing and presentations
• Collaboration & Influence working across teams and influencing outcomes without formal authority
• Planning & Continuous Improvement staying organised outcomefocused and open to feedback

Advertised: 03 Mar 2026 AUS Eastern Daylight Time
Applications close: 10 Mar 2026 AUS Eastern Daylight Time