Customer Insights Lead

Market Research & Analysis (Marketing & Communications)

Full time

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This job ad is the universe’s way of telling you that you’re currently in the wrong job.

Compare the Market – yes, the one with the meerkats – is a high-growth FinTech company on a transformational journey. We are focused on designing, building, and delivering the very best home loan, energy, insurance, and health comparison experience in Australia. Okay, in the world

We are all about Integrity, Growth, Excellent Customer Service, and being Peerless – without compromise. These values are critical to delivering on our purpose: ‘We honestly strive to empower Australians to make the best decisions, saving time, money, and stress.’

About The Opportunity:

Are you ready to take your career to new heights? Compare the Market is on the lookout for a dynamic Customer Insights Lead to join our passionate team. In this role, you'll play a crucial part in designing, building, and maintaining a cutting-edge customer insights platform that leverages our existing operational Voice of Customer program. This is a unique opportunity to blend strategic vision with hands-on operational execution, ensuring that customer insights drive our business forward.

You will be the primary advocate for this platform, expanding its scope to include customer reviews (both public-facing and private), customer feedback, and social media activity. Your responsibilities will encompass strategy (designing the platform and its interfaces with the wider business), operations (managing contract negotiations and regular reporting cycles), stakeholder management, and culture change (being the internal voice of the customer at Compare the Market and championing their interests).

About The Team:

Within the newly formed Customer Experience Marketing function, we market in 3D. Your team spans customer comms specialists, customer insight, customer experience, design, and product & project management. We are building an engine that turns customer insights into concrete recommendations and then works alongside our commercial & delivery teams to execute. Our team remit is a mix of near-term, incremental improvements (tweaks to the customer experience) and medium to long-term innovations (new products, features, and business models).

What You’ll Do:

Your responsibilities blend strategy, operations, and stakeholder management/culture change. We’re a fast-growing startup in a growth phase, so we all wear many hats to deliver the best outcomes for our customers and business. 

Key strategic responsibilities (with the support of your leader & the marketing leadership team):

• Set the vision & direction for the customer insights platform, building on a solid operational VoC program.
• Define the platform’s vendor (e.g., InMoment, Qualtrics) and touchpoint mix (post-purchase surveys,
• Create and operationalise the platform’s interface with the broader organisation (strategic planning, road mapping, senior executive team meetings).

Key operational responsibilities (with the support of your team-members):

• Build monthly or quarterly ‘state of the customer’ reports for circulation across the business, drawing on qualitative and quantitative research methods.
• Work closely with the broader customer experience marketing team to develop user segments/personas.
• Conduct ‘research on demand’, partnering with our commercial teams to investigate customer and business problems.

Key culture change responsibilities (with the support of your team members):

• Own the Compare the Market customer and champion their interests.
• Establish and evangelise the link between customer satisfaction/ease & commercial performance.
• Speak confidently to stakeholders, leaders, and your peers about the value of a customer-centric mindset.

What You’ll Bring:

• Demonstrated experience in a similar/relevant role (e.g. a Voice of Customer, CX Analyst, Innovation Analyst, Product Analyst, or Customer Insight Analyst).
• Proficiency in qualitative and quantitative research, including surveys, focus groups, interviews, and user research.
• Strong stakeholder management skills with the ability to craft compelling narratives.
• Experience with customer platforms such as InMoment, Qualtrics, Medalia, or Usabilla.
• Experience using tools like Survey Monkey or similar.

At Compare the Market, we offer a dynamic and collaborative work environment where your talents will be recognised and rewarded. You’ll have the opportunity to make a meaningful impact and contribute to our continued success. As well as ample opportunities for growth and development, we also provide:

• Vibrant and social community who have annual celebrations, family fun days and regular events.
• Enjoy flexible work arrangements, including the option of one day working from home each week or a 9-day fortnight.
• Enjoy additional leave days - ‘ME’ leave and ‘Volunteer Day’ leave.
• Study support (up to 50% of tuition fees for relevant courses) and professional membership reimbursement.
• Employee discounts on Car, Home, Travel insurance.
• Income protection insurance provided to support you in the event of non-work-related illness or injury.
• Discounts with a broad range of providers, including gym memberships, accommodation, dental care and more.
• Access to the Employee Assistance Program

Compare the Market is an Equal Opportunity Employer, and we encourage all applicants to apply. We acknowledge that we are strengthened by diversity.

Want to know more? Then apply now It’s Simples

Please note that this role is only available to candidates with unlimited Australian working rights, as sponsorship is not available.

*Note to Recruiters: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business.

Comparethemarket.com.au is a comparison website. What does that mean? Well, pretty much just what the name implies: we provide quotes from a range of participating providers, helping consumers make an informed decision about what is best for them.

The value to you? Comparison websites allow you to get quotes from a variety of sources in one go, rather than having to visit multiple websites and filling in lots of forms.

In very specific terms, what that means is that comparethemarket.com.au quickly and conveniently allows consumers to search for some products and services according to their individual needs, and then have a range of quotes from participating providers displayed for them in one place.

Source: This is an extract from the company's own website.

Comparethemarket.com.au is a comparison website. What does that mean? Well, pretty much just what the name implies: we provide quotes from a range of participating providers, helping consumers make an informed decision about what is best for them.

The value to you? Comparison websites allow you to get quotes from a variety of sources in one go, rather than having to visit multiple websites and filling in lots of forms.

In very specific terms, what that means is that comparethemarket.com.au quickly and conveniently allows consumers to search for some products and services according to their individual needs, and then have a range of quotes from participating providers displayed for them in one place.

Source: This is an extract from the company's own website.

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