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Lead, Market & Customer Performance Insights
- Permanent Role
- Location Sydney, Melbourne, or Brisbane
About the role:
The Customer Insights team enables Suncorp to make effective customer decisions by recommending the direction, priorities and territories for customer experience (CX) improvements. The team delivers insights which informs customer strategy, customer experience activity, brand strategy/segment plans and our commercial/financial plans.
The Lead, Market & Customer Performance Insights will lead work engagements which identify market and customer behaviour, customer needs and expectations and assess Suncorp (across brands) performance versus the market. The role will conduct work which connects operational to strategic measures and customer data to financial outcomes so that end to end drivers and impact of Customer Performance are understood. The role conducts deep dives on competitive positioning, market drivers and segments to generate business recommendations.
More specifically, you will:
- Strategic insights engagements, ad-hoc and significant Board/Executive projects; contributor to Brand Forums and regular Leadership Team Customer Performance (NPS/CX) updates
- Develops measures of performance, identifies issues, consolidates specific insights relating to performance (from all sources of customer and market feedback/data) and calls out issues/hotspots by blending 'hard' and 'soft' outcome metrics.
- Establishes operational and strategic benchmarks to assess performance and identify opportunities/risks.
- Identify customer needs/expectations through observation of their behaviours and reaction to business decisions - market and internal data. Presents customer needs and expectations and their influence on market and competitor performance across customer journey.
- Defines and understands customer needs and expectations and their influence on market and competitor performance across customer journey - using market and internal data/research.
- Supports planning and prioritisation through understanding NPS drivers, gaps to competitors and relative to customer expectations.
- Measures customer growth dynamics and a view of performance trends, issues and opportunities through an acquisition, retention and extension lens and develop related market and customer reporting.
- Communicates customer growth dynamics and a view of performance trends, issues and opportunities through an acquisition, retention and extension lens and develop related market and customer reporting.
About you:
- Relevant Degree: Economics/Financial Economics, Behavioural Sciences, Maths/Statistics, or equivalent strong statistical data/ analysis skills (desired).
- At least 5-10 years' experience in primary and secondary research designing, leading, and implementing research projects utilising Qualitative and Quantitative techniques, as well as secondary methods. (Desired)
- Experience in primary and secondary research; utilising and triangulating data and market context from qualitative and quantitative research - particularly macro industry and customer trends
- Ability to manipulate large data sets and analyse them in the context required to address business problems.
- Experience with statistical analysis and/or knowledge of coding languages
- Research, marketing research and/or extensive market research agency/consultancy experience (Desired)
Key Capabilities:
- Curious, with a bold and forward-looking mindset.
- Innovative, strategic thinking; hands on to ensure things get done; experimental and looking to learn and share thought leadership.
- Strong customer focus, strategic mindset and 'outside in' thinking.
- High quality written and verbal communication skills
- High proficiency in excel, managing large data sets, statistical analysis (regression, multi-variate) to apply to brand and customer needs research.
- Proficient understanding of brand performance and applicability of research findings to support marketing and product teams.
- Underpins a view with clear practical demonstration of structure/theoretical drivers of customer decision making and choice.
- Proficient application of customer and experience data to create models, predictions, segmentation with a view to identifying opportunities for business performance improvement.
- Demonstrates and fosters a sense of urgency, ownership, and strong commitment to achieving goals and organisational success.
- Underpins a view with clear practical demonstration of structure/theoretical drivers of customer decision making and choice.
- Demonstrates and fosters a sense of urgency, ownership, and strong commitment to achieving goals and organisational success.
What we can offer you:
- Discounts and offers on a range of retail favourite stores as well as banking and insurance products.
- A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
- Invest in your brighter future with ongoing study support and career development programs.
- Give back to our communities with payroll giving, donation matching and paid volunteer leave.
- Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.
About Suncorp Group:
We're proud to be a part of the Suncorp Group family alongside some of Australia's most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most - while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you're guiding people through life's biggest moments or providing them with support in times they need it most, you'll be driven forward by our shared customer obsession and supported at every step of the journey.
