Ready to turn customer complaints into powerful insights?

It starts here. With Bendigo Bank… and you.  

As our Feedback Insights Specialist, you’ll dig into customer complaints, uncover hidden trends, and help us turn insights into action. You’ll be the link between frontline feedback and strategic improvement, making sure our data is clean, compliant, and compelling. You will use data to tell a story and provide actionable, solutions-oriented metrics and insights that result in a better understanding of our business and Customers. This is more than just categorising complaints — it’s about influencing change, spotting systemic issues, and helping us raise the bar.

Key responsibilities:   

• Conduct accurate categorisation and review customer complaint records to ensure accurate, compliant data.
• Spot and escalate emerging trends or systemic issues.
• Prepare insights and reporting to support Team Managers.
• Collaborate with Team Managers to improve data quality.
• Coach frontline teams on complaint categorisation and systems.
• Identify improvement opportunities from customer feedback.

This role is a Full-time, 11 Month Contract or Secondment based at any of our head office locations (see locations here)

To succeed in this role, we’d love you to have:

• A proactive approach and strong attention to detail
• Experience working with data or customer feedback
• Excellent oral and written communication skills
• Ability to produce reports for senior stakeholders
• Confidence using Excel and ideally Power BI
• The ability to spot patterns and think critically
• A collaborative, improvement focused approach
• Good knowledge of the Bank’s systems (including LINX), procedures and policies highly regarded

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

Please note, all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.  

Please contact the Recruiter for this vacancy for a confidential discussion if there are any concerns meeting this requirement during the application process, or if you would like to discuss the position further.    

Recruiter Name:   Natalie Cornell – Senior Talent Acquisition Advisor 
Recruiter Email:   natalie.cornell@bendigoadelaide.com.au