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Specialist, 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 Specialist, Market & Customer Performance Insights provides insights on market and customer behaviour, customer needs and expectations and Suncorp's performance versus the market. The role connects operational, strategic, customer and financial data 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 recommendations.
More specifically, you will:
- Supports the creation of monthly strategic insights updates for ad-hoc, Board/Executive projects, contributor to Brand Forums, Insights to action and LT updates
- Develops measures of performance, issues, consolidation of specific insights relating to performance and calls out issues/hotspots by blending 'hard' and soft outcome metrics
- Supports the generation of insights relating to brands including growth, drivers and positioning relative to competitors; identification of themes and opportunities
- Establishes operational and strategic benchmarks to assess performance and identify opportunities/risks
- 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 and gaps to competitors and relative to customer expectations.
- Measures customer reaction to good, bad, or indifferent experiences (customer reaction = retention, extension or NPS).
- 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.
About You:
- Relevant Degree: Economics/Financial Economics, Behavioural Sciences, Maths/Statistics, or equivalent strong statistical data/ analysis skills (desired).
- At least 3-5 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 (Desired)
- Research, marketing research and/or extensive market research agency/consultancy experience (Desired)
Key Capabilities:
- Curious with a bold and forward-looking mindset.
- 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 application of multiple data inputs (analytics, market / econometric, customer behaviour / research) to derive a strategic direction that business leaders can understand and use to drive business outcomes.
- 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.
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
