Senior Customer Insights Lead
vor 1 Woche
Market Research & Analysis (Marketing & Communications) Full time
Are you committed to bringing your best to life every day?
At MLC Life Insurance, we're proud of our history of protecting Australians for over 135 years.
We provide flexible, affordable, and innovative insurance products to almost 1 million Australians.
We're Australian-led and managed, and part of a global network through our partnership with one of the world's leading life insurers, Nippon Life Insurance Group.
We're driven by a powerful purpose, providing our customers and their families with a Promise for Life to be there when they need us most – and that's a great purpose to bring us together at work every day.
We work hard to deliver a total customer experience that keeps our customers and partners at the forefront of all our decisions.
We're a values-driven business that strives for high performance and growth as we look towards the future.
The Role The Senior Customer Insights Lead is responsible for shaping and executing MLCL's customer insights and analytics approach.
Leveraging customer and policy data, research insights and customer value analytics to support customer strategy development, report success against the enterprise customer scorecard, and influence customer-centric thinking, to support MLCL's vision to be Australia's most trusted life insurer.
Key focus areas for this role include forming a customer insights and analytics framework and strategy, sourcing and translating data, automating data translation to create a reusable data asset, analytics models, and interpreting customer and operational data to provide actionable insights.
Importantly, this role will work closely with the data & analytics team to lift MLCL's customer analytics capability.
You will lead efforts to understand customer behaviours, customer segmentation and effectiveness of customer engagement strategies, ultimately uplifting NPS and supporting growth, retention and organisational cost savings.
This is an important role in the broader Customer Experience function, supporting all teams with analytics support to drive customer strategy, improve customer experience and develop engagement campaigns.
About you You bring 10+ years' experience in customer insights, data and analytics, preferably within Life Insurance.
You are an expert in data extraction, ETL, analytics and visualisation tools such as Power BI, SQL, Python, R, SAS and Excel.
A deep understanding of customer, policy and life insurance data attributes coupled with an exceptional ability to interpret complex data and translate into actionable insights will see you succeed in this role.
You possess tertiary qualifications in Data Science, Statistics, Finance or related fields and demonstrate a proven ability to build a compelling data-driven narrative and present to influence priorities and action.
Bringing our best to life - why join us? We do work that makes a genuine difference to our customers, partners and community.We have a supportive, inclusive and flexible team culture, including hybrid working.We support your growth and development, and careers across our business units and teams that are as unique as our people.We reward and celebrate our successes, through our incentive and recognition programs.We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave and our Family Life hub.We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our sustainability commitments.Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed.
The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.
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