Senior Analyst - Customer Relations Analytics

The Senior Analyst – Customer Relations Analytics is critical to ensuring that complaints are managed within regulatory obligations and that actionable insights are derived to mitigate risk and uplift the experience for customers, bankers and the community.

This is achieved by management and continuous uplift of complaints data and dashboards to ensure they are fit for purpose with accurate data, meeting both internal and external regulatory obligation requirements. The role acts as a liaison between business requirements and technical data solutions, focusing on optimising complaints data and insights.

The role is also responsible for leveraging modern ways to obtain actionable insights more efficiently and with reduced effort to improve both hindsight and forward-looking data.

• Preparation and production of bi-annual regulatory reporting including but not limited to data management, cleansing, remediation, validation, and testing.
• Ensure that data logic and output is compliant with regulatory obligations and translates to internal business requirements.
• Uplift existing and create new PowerBI dashboards to continually improve the level of insights and performance tracking available to senior management and various stakeholders with varied interests across the business. This includes but isn’t limited to performance against regulatory obligations, comparative finance industry performance (AFCA) and performance against internal KPI’s.
• Conduct in-depth analysis of business data processes, identify improvement opportunities, and define requirements to address business and regulatory needs. Collaborate with stakeholders to elicit, document, and validate requirements.
• Manage, maintain and uplift data assets and dashboards, ensuring data quality, and compliance with relevant regulations such as RG 271 and BCOP.
• Analyse data to extract actionable insights and support business decision-making. Develop and execute data analysis plans.
• Create data visualisations and reports to communicate insights from data analysis effectively.
• Contribute to quality assurance activities, including testing, process improvement, and quality control.
• Foster and manage relationships with key business stakeholders to understand their needs and ensure solutions align with business objectives.
• In addition to PowerBI, utilise other tools to automate and ensure scalable deliveries of key customer complaints metrics and performance.
• Data driven identification of root cause and potential systemic issues via customer complaints.
• Support delivery of the Complaints Transformation as a complaints data SME, mitigating impacts to internal and regulatory reporting.

Experience

• 5+ years of robust experience in a data-related role, specifically on reporting / visualisation analytics processes & framework
• Experience with PowerBI.
• Strong ability to analyse, design and improve on systems & processes.
• Previous experience in banking and financial services and regulatory reporting (highly desired)
• Track record of working in a fast paced, multi-brand environment (highly desired)
• Exceptional time management and stakeholder influencing and negotiation skills.

Technical knowledge

• Mandatory proficiency in SQL/relational databases (SQLServer/Azure Cloud).
• Working knowledge of PowerBI.
• Experience in data modelling, data governance practices, data solution design for product development, data visualization.
• Ability to gain deep insights into customer complaints, behaviours and choices;.
• Outstanding fact-based problem-solving skill set. 

Qualifications

• Relevant tertiary qualification or related work experience.
• Discipline: Data Science / Mathematics / Statistics / Finance / Marketing / Communications

BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.

Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That’s creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.

BOQ Group’s inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).

In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.

• Flexible working arrangements
• Discounted financial products
• Salary sacrificing options
• Paid parental leave with no minimum
• Purchase annual leave
• Discounted private health insurance plan
• Employee Assistance Program (EAP)
• Access to employee network groups focused on First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers and accessibility
• BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index

To apply for this role at #boqgroup, follow the links or apply via our Careers Page. 

BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.

If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

Please no agency applications.