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 insights—such as themes, tone, and intent—to 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 Suncorp’s 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 skills—both written and verbal—with 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.
Apply now
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Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time