Manager, Customer Insights Platforms

Manager, Customer Insights Platform

• 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 Manager, Customer Insights Platforms will lead the team who maintain and improve existing and emerging Customer Insights Platforms and their integration with Suncorp’s data assets. The role drives improvement in connection across the Customer Insights Platforms, utilisation of emerging technology and the shift towards actionable insights which meet business requirements. The role will develop solutions for enhanced reporting of first level insights based on both structured and unstructured feedback and works closely with stakeholders in Customer insights/CX and DET to prioritise solutions. This role will provide input into the future insight’s strategy and the execution of changes in platforms.

Key Accountabilities:

• Manages existing research platforms and executes the roadmap for their development.
• Optimise internal survey and external data flow so that it creates a connected system of feedback, identifies themes, and improve actionability of Customer Insights. Executes the configuration of customer feedback systems (VoC, syndicated research – including NPS, brand trackers).
• Manages delivery of future state requirements from external benchmarking surveys including communication of insights, delivery of data and building operational CX benchmarking.
• Maintain and continuously improve the delivery of first level insights – themes, pain points and performance to meet internal business requirement across all platforms so that root cause can be identified faster – triangulating insights generation across voice of customer, customer community and syndicated research.
• Determines customer journeys and pathways and appropriate solutions for their measurement across external and internal data/survey sources.
• Maintain and support existing CX insights platform data/technology builds and the CX system around customer journeys ensuring consistent adoption of a taxonomy between internal and external data sources.
• Rationalisation of feedback sources, survey numbers and design across internal and external surveys.
• Introduces new capability to improve generation and delivery of insights to meet business requirements.
• Ensure platforms are set up to support inner loop through high velocity customer feedback and zero touch insights including post interaction surveys and other sources of market benchmarking.
• Manages supplier portfolio/budgets across all sources of customer feedback, syndicated research and analytical platform capability covering customer experience, market and brand tracking surveys and ensures data flow.
• Manage stakeholder relationships and Customer Insights platform risk e.g. market trackers, VoC.
• Identifies opportunity to develop and utilise the customer community and other platforms to ‘test and learn’ from customer feedback.
• Manages team and drives engagement including assigning accountabilities for stakeholder and supplier management relating to platforms.

About You:

• Degree in Relevant field
• Demonstrated experience (10+ years) in leading multi stakeholder customer data/feedback systems.
• Experience using and implementing customer feedback platforms and software (VoC; external trackers) and managing change relating to these platforms.
• Experience and knowledge of existing and emerging customer feedback platforms/approaches
• Experience with complex data environment including aligning of Insights Platforms, business requirements for insights to data and technology systems.
• Experiencing managing, leading and improving Voice of Customer and External research platforms.
• Experience with customer value measurement frameworks and relevant sources of data to inform and measure performance of customer journeys and experiences.
• Strong risk and project governance skills.

Key Capabilities:

• 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.
• Strong interpersonal skills and a demonstrated ability to effectively resolve conflict.
• Good experience with quantitative and qualitative research techniques and analysis thereof.
• Proficiency in statistical analysis, data analysis and database query languages
• High quality written and verbal communication skills.
• 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.