Description

Insights Lead - Consumer Insurance - Customer Insights

- Permanent Role
- Location Sydney, Melbourne or Brisbane

Are you passionate about understanding customer behaviour and using evidence-based insights to drive growth and improve customer experiences?

We’re looking for an Insights Lead to play a critical role in shaping how customer insights inform strategy, decision-making, and commercial outcomes across our Consumer Insurance business.

The chance

As the Insights Lead, you will develop and deliver integrated customer insights that uncover what matters most to customers, enabling the optimisation of customer interactions and improving customer experience, engagement and business performance. Drawing on your experience in customer insights and applied research, you will combine customer feedback, behavioural and operational data to identify opportunities to enhance service delivery, reduce friction and drive overall satisfaction. A key focus of the role is uncovering actionable opportunities to improve customer outcomes, influence prioritisation decisions and inform strategic and operational initiatives that deliver measurable value for customers and the business.

Reporting to the Senior Manager, Customer Insights & Analytics, this is an individual contributor role with strong exposure to senior stakeholders in the business.

Key responsibilities

Customer insights – develop, enhance and embed

- Develop a holistic understanding of customer behaviour, needs and experiences by bringing together customer feedback, behavioural, operational and market insights
- Synthesise qualitative and quantitative evidence (customer data, operational data and unstructured customer feedback)



to provide deep, end‑to‑end views of key customer journeys, identifying pain points, hot spots and systemic issues.
- Translate insights into clear, actionable recommendations aligned to business priorities, customer value and NPS impact.
- Support BAU reporting requirements in addition to ad hoc deep dives.
- Develop data‑driven tools, frameworks and measures to support decision‑making and measurement of business outcomes.
- Bring a strong external perspective through understanding of market structure and customer decision‑making within the insurance industry.
- Deliver timely, regular insights to inform prioritisation, solutions, strategy development and decision‑making forums.
- Build strong, collaborative relationships with stakeholders across the business.

About you

- Degree in Behavioural Science, Psychology, Marketing, Business, Economics or equivalent experience in customer insights, consulting, research with strong analytical capability (desired).
- 5+ years’ experience developing actionable customer insights through the triangulation of multiple data sources
- Background in customer insights and analytics, marketing intelligence, econometrics or a related field.
- Proven experience in roles requiring strategic thinking,



complex problem‑solving and evaluation of business risks and opportunities.
- Strong track record of stakeholder engagement, influencing, presenting and cross‑functional collaboration.

Capabilities

- Curious, forward‑looking mindset with strong strategic and critical thinking skills.
- Strong customer focus with an “outside‑in” perspective.
- Experience with both quantitative and qualitative research techniques.
- Strong foundations in analytics, including behavioural statistics, ability to connect disparate datasets and triangulate data sources to build a strong narrative, proficient in SQL.
- Ability to translate business problems into clear analytical objectives and actionable insights.
- High levels of ownership, urgency and accountability for delivering outcomes.
- Excellent written and verbal communication skills and strong attention to detail.
- Highly collaborative with the interpersonal skills to build trusted relationships.

If you’re driven by data, curious about customers, and motivated by turning insight into impact, we’d love to hear from you.

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.

Employee benefits | Suncorp Group

📌 Insights Lead (Brisbane)
🏢 Suncorp Bank
📍 Brisbane