Insights Lead

About The Role The Insights Lead drives performance optimisation and improved customer outcomes by delivering actionable insights and analysis. Working closely with the Customer Service (CS) Performance team and stakeholders across Distribution and Claims, the role translates complex performance data into meaningful insights, builds and maintains dashboards, leads performance discussions, and identifies opportunities for improvement. The role also plays a key part in influencing business strategy by challenging benchmarks and aligning insights to organisational goals. Responsibilities Business Analysis and Data Visualisation Analyse customer behaviour, market trends and the economic environment, to proactively identify performance opportunities and risks. Translate data into commercial opportunities by delivering compelling insights and business cases that improve CS. Provide insight into productivity and performance drivers across CS, to support performance optimisation across the business. Assess and quantify the execution and ongoing impact of solution implementations at all levels. Proactively identify and conduct deep dive investigations of business issues or topics, producing insights that support decisions by the CS Leadership Team (CSLT). Represent the CADPI team in meetings and forums, to ensure CS needs are considered, and to help inform the Insights team of relevant activities that may have an impact on the CS business. Provide analytical support for multiple, complex cross‑functional projects and initiatives, managing timelines, work plans and stakeholder engagement. Respond to business inquiries related to data capabilities, reporting, dashboards, alerts and projects. Customer Partner with key business areas to co‑develop consistent practices, tools, and insights. Use analysis to identify barriers to delivering exceptional customer service. Provide actionable insights that support customer experience optimisation. People Build and maintain collaborative relationships aligned with Suncorp values. Work effectively with a broad range of stakeholders across business and technical teams. Represent the Performance & Analytics team in meetings and projects, leading discussions both in‑person and remotely. Coach and mentor others to uplift capability across the team. Qualifications Tertiary qualifications in Business, Commerce or a related field (desired). Proven ability to write high‑quality commentary and insights. Intermediate to advanced proficiency in analytical and visualisation tools (SQL, Excel, PowerPoint). 3+ years of experience in contact centres (advantageous). Familiarity with analytical platforms such as Tableau and Operative Intelligence (desired). Demonstrated experience in stakeholder engagement, presentation, and cross‑functional collaboration. Skilled at translating complex business problems into clear analytical objectives and actionable insights. Strong strategic mindset with a solid understanding of key operational and financial concepts. Experience supporting or managing projects in dynamic business environments. Key Capabilities Knowledge of contact centre operating models and metrics that drive efficiency, service excellence, and sales (desirable). Ability to present insights in a compelling way that engages and influences stakeholders. Skilled at synthesising complex data into clear, actionable insights. Strong critical thinking, creative problem‑solving, and self‑learning capability. Effective at managing multiple priorities in a fast‑paced, deadline‑driven environment. High‑level written and verbal communication skills, adaptable across all business levels. Strong interpersonal skills with the ability to collaborate and build relationships. High attention to detail and a passion for using data to drive change. Able to work independently and perform under pressure. What We Can Offer You Discounts and offers on a range of 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. At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers. #J-18808-Ljbffr