Voice Of Customer Insights Lead

CBHS Health Fund Limited is a restricted access, not for profit health fund run exclusively for current and former employees of the Commonwealth Bank Group, as well as their immediate families.  We are a customer centric organisation, where our members are at the heart of everything we do, and we have been doing this for 70 years. 

Role description:

We are seeking a Voice of Customer Insights Leadto join our team.

The role reports to the Head of Experience and Transformation and plays a pivotal role in CBHS in helping the company make informed decisions by providing actionable insights derived from customer data. The primary purpose is to understand customer behaviour, preferences, and needs to enhance our products, services, and overall customer experience.

Responsibilities include (but not limited to):

• Create and refine customer segmentation models to understand different customer groups deeply, including their demographics, behaviours and preferences.
• Utilize data analytics tools and methodologies to extract actionable insights from customer data.
• Oversee the management of both solicited and non-solicited feedback mechanisms, such as surveys, social media, customer support interactions, Net Promoter Score (NPS) programs and customer sentiment via speech analytics.
• Lead the Voice of Customer program, including designing surveys, tracking NPS and CSAT scores, and conducting in-depth analysis to understand the drivers of promoter and detractor behaviour. Develop strategies to improve NPS scores and customer loyalty.
• Conduct qualitative and quantitative research (including fieldwork) to identify and understand member preferences and need.

About you:

• Strong understanding of Customer behaviour and experience principles
• Familiarity in data analysis tools such as Power BI for data analysis and visualisation
• Adept at problem-solving and critical thinking.
• Well-developed analytical and problem-solving skills; effective report writing ability 
• Strong stakeholder management skills with ability to persuade, negotiate and influence outcomes
• Quant & Qual Research
• Excellent communication skills, both written and verbal, to convey insights to non-technical stakeholders.
• Exceptional leadership, communication, and interpersonal skills 

Microsoft Office skills especially high-level Excel skills

Desirable experience

• Bachelor's degree in a related field such as Marketing, Business, or Data Analytics. 
• Data analytics certification Change Management certification (eg PROSCI, ADKAR etc)
• Knowledge of applicable legislation including Privacy Act, Corporations Act, Private Health Insurance Code of Conduct

Health insurance industry experience

In return you’ll get:

• Hybrid working arrangements (from the office & home)
• Access to our EAP and Active Living Programs
• A supportive team environment
• Up to 2 life days per year – yours to do whatever you wish. 
• An annual subsidy of on your CBHS health insurance. 
• Career development and ongoing training. 

If this role sounds like you, please apply now!

During the selection process, candidates will be required to undergo additional background checks including verification of experience and qualifications in determining their suitability for the role. Successful candidates will also need to agree to undergo a National Police Check.

Please note, only shortlisted candidates will be contacted.