Primary Details Time Type: Full timeWorker Type: Employee

- Location: Sydney
- Type: 12 Months Fixed-term, full time
- Hybrid role, Happy to talk flexible working

The opportunity This is an exceptional opportunity for an experienced customer insights professional to step into a mature and highly visible role on a 12 month Fixed-Term Contract, leading the Voice of Customer and customer performance agenda across QBE’s Australia Pacific business. We are looking for a highly skilled Manager, Customer Insights Performance to join our team and help shape how customer listening, experience insights and performance measurement inform business decisions. This is a pivotal role for someone who thrives on turning customer evidence into meaningful action, ensuring the voice of the customer influences strategy, transformation and continuous improvement across the organisation.

About QBE At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch.

We’re an international insurer with more than 13,000 people working across 26 countries – which means we’re big enough for your ambitions, yet small enough for you to make a real impact. It’s an exciting time. We’re building momentum towards our vision to become the most consistent and innovative risk partner.

What if you could have a positive impact – at work and in the world? As part of the QBE team, you’ll get to spend every day working with people who are passionate, talented and kind.

Your new role Reporting to the Head of Strategy Development & Customer Insights, you will translate customer feedback, experience insights and performance measures into actionable insight, business decisions and measurable outcomes. You will combine customer insight expertise, strategic thinking and strong stakeholder influence to ensure customer perspectives are embedded within decision making across the organisation, while shaping the future of QBE's customer listening and performance capabilities.

Your responsibilities will include

- Lead the evolution of QBE's customer listening, Voice of Customer and customer performance measurement capabilities, ensuring they remain aligned to business priorities and future customer needs.
- Lead the redesign, implementation and ongoing management of QBE's external customer performance measurement programme, ensuring it delivers meaningful insight, supports strategic decision making and drives measurable business outcomes.
- Partner with senior leaders to translate customer feedback,



research, operational data and market trends into actionable insights and strategic recommendations that influence decision making across the organisation.
- Lead the delivery of key customer insight and Voice of Customer initiatives across Australia Pacific, including the design and implementation of QBE's future Claims Voice of Customer ecosystem in partnership with the Claims leadership team.
- Embed customer perspectives into strategic planning, transformation initiatives and operational decision making, ensuring customer outcomes are considered alongside commercial objectives.
- Design and deliver compelling narratives, performance frameworks and executive-ready materials that drive action, build organisational capability and improve customer outcomes.

About You This role suits someone with deep expertise in customer insights, Voice of Customer, customer experience or experience management, and a passion for using customer evidence to influence business decisions and drive meaningful change. You'll be commercially minded, analytically rigorous and comfortable operating at both strategic and operational levels within a complex organisation.

You will bring

- Strong capability in synthesising qualitative and quantitative information into clear, actionable insights and recommendations
- Demonstrated ability to influence senior stakeholders and translate customer evidence into strategic and operational outcomes
- Strong project and programme delivery capability, with experience leading cross-functional initiatives from design through to implementation and adoption
- Excellent communication and storytelling skills, with experience developing executive-level presentations and recommendations
- Strong stakeholder management skills and a collaborative approach to working across functions and business units.
- Significant experience within insurance, financial services or a comparable customer-led industry, with a strong understanding of customer performance, customer experience and organisational decision making
- A proactive, growth-oriented mindset,



with a track record of driving impact through insight, influence and continuous improvement

Benefits We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

- ‘Hybrid Working’ – a mix of working from home and in the office to enhance your work/life balance
- Life Leave, supporting the life events we all experience, leaving your annual leave for rest
- 18 weeks’ gender-equal flexible leave for all new parents, including paid super
- A range of discounts on insurance products, car hire, hotels, goods and services

To learn more about benefits of working with us, click here . Rewards & Recognition We value our employee’s experience with us and are proud to have been recognised for the following awards:

- 2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for our Respect@QBE program
- Platinum employer on the Australian Workplace Equality Index (AWEI) – the definitive national benchmark on LGBTQI+ workplace inclusion
- Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates

APPLY NOW and let’s make it happen! If you’re looking for a career that combines your expertise and your empathy, click Apply today. Your career. At the heart of it. Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.

QBE recognise the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If we can provide support with access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at [email protected]

Skills: Analytical Thinking, Complaint Management, Critical Thinking, Customer Insights, Customer Service, Customer Service Training, Customer Strategy, Customer Value Management, Financial Products, Intentional collaboration, Managing performance, Process Improvements, Research Analysis, Sourcing Analytics, Strategic Management

How to Apply

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Prospect

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

📌 Manager, Customer Insights Performance (Sydney)
🏢 Qbe Insurance
📍 Sydney