Lead Customer Insights and Research
Hays Talent Solutions
Auckland, Newzealand
6d ago
source : Hireejobs

Lead Customer Insights and Research We are recruiting for our next researchbased insights guru If you re motivated by the idea of improving customer experiences by turning customer feedback and research into actionable insights and you re great at helping different areas of a business understand the best actions they can take to improve customer experiences and offerings we d love to talk to you About Suncorp Suncorp Group is home to some of Australia and New Zealand s biggest and most trusted names in insurance including market leading brands Vero and Asteron Life This is a place where you can make a difference in our customers lives through the work you do We are downtoearth open and our focus is firmly on what you do not when and where you work Outcomes matter Positively impacting the community is important to us Due to a career move we now have a fantastic opportunity for an outstanding customer insight lead to join us For the right candidates we may also consider this role blending two part time roles to deliver on the key role objectives Reporting to the Manager Insights Experimentation the Lead Customer Insight and Research will take ownership of key pieces of work and will be responsible for managing relationships with a wide range of stakeholders These include the Customer Marketplace leadership team product management distribution and operations teams the Chief Data Office as well as key external agencies The Opportunity The role of Lead Customer Insight and Research helps achieve Suncorp New Zealand SNZ s strategy by working with teams across the business to translate customer feedback and research from a wide range of sources to help the business identify how to improve customer experiences and offerings The successful candidate will need to be able to demonstrate strong experience in translating qualitative and quantitative research into usable insights This may have been achieved through prior management of a Voice of Customer programme though not essential Key accountabilities for the role include Translating customer feedback from a range of sources into quantifiable themes and stories that help the business understand what customers are experiencing and how to turn those themes and stories into action Managing Suncorp New Zealand s Voice of Customer and Voice of Channel programmes including oversight of automated surveys and dashboard reporting quarterly deep dives into the data to understand what s really going on communication of results across business stakeholders and identifying the most pragmatic opportunities to optimise and broaden the Voice of Customer programme Helping different areas of the business improve customer experiences by using testandlearn techniques Managing end to end customer research projects including briefing agencies helping with survey design overseeing analysis and translating themes into actionable insights Identifying opportunities to automate analysis and reporting processes to create more time for insight generation Leading components of preparation and commentary for Board and senior executive teams on key customer metrics to inform and drive business performance against strategy Generating ideas for exploratory research and advocate for opportunities identified The role provides a great blend of stakeholder engagement insight generation decision making communication and analysis Why work for us This role works within a talented highly motivated and diverse team We care about delivering brilliant experiences to customers and are focussed on action rather than theory Our team is afforded autonomy and accountability in their day to day work It s about demonstrating measurable outcomes and deliverables not hours worked On offer is a competitive remuneration package recently refurbished workspaces and if you are seeking a long term sustainable career Suncorp will provide you with the tools to develop your career and invest in the future We also offer an exciting range of benefits Competitive salary and discretionary annual bonus Free life salary continuance and trauma insurance cover Discounts on Asteron Life Vero Southern Cross medical insurance Up to four days of flexible leave in addition to annual leave Ongoing learning and development opportunities Discounted gym membership For additional information about the company visit If this sounds like you apply online today

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