If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking. For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be and turn our legacy into something even more positive and powerful for the future. Help people create their tomorrow, while you create yours We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions, every day we help people see and make more of their financial potential, so that they can create their tomorrow. And we’ve been doing it for over 170 years. If we do our job well, we genuinely add to the prosperity of our country and its people. How you’ll make an impact The Service Insights Analyst is expected to drive meaningful business outcomes by systematically gathering customer feedback, applying structured analysis to uncover trends, pain points, drivers of satisfaction, and translating insight into clear, actionable improvements. These insights are shared across the organisation to inform decision‑making, embed the customer perspective, and drive continuous improvement, while a closed‑loop process ensures negative customer experiences are addressed, tracked and resolved to prevent recurrence and strengthen customer trust, loyalty and build on our service promise. In this role, you will:
- Review customer and adviser SAT data and verbatim feedback collected through post‑interaction surveys.
- Analyse feedback to identify key themes, insights, observations and provide recommendations.
- Monitor trends in customer satisfaction and dissatisfaction, highlighting emerging issues and drivers of experience.




- Work closely with team managers, coaches and key stakeholders to turn insights into actions.
- Develop monthly Voice of the Customer (VOC) insight packs, clearly articulating findings, implications and recommended actions to key stakeholders.
- Construct and deliver structured PowerPoint presentations to leaders across Operations and the wider business.
- Develop and share customer stories using real experiences to reinforce insights, support change and embed a customer‑centric mindset across the organisation.
- Act as the go‑to VOC subject matter expert (SME), supporting leaders and team managers and ensuring customer insights are understood, adopted and drive meaningful action across the organisation.
- Assist in the creation and ongoing management of a closed loop Voice‑Of‑Customer Process.
- Ensure negative customer experiences are identified, addressed and resolved.
- Track issues, actions and outcomes from VOC insight to prevent recurrence.
- Actively contribute to the optimisation and continuous improvement of the Voice of the Customer process, including data capture, analysis, reporting, engagement and closed‑loop practices, to maximise efficiency, insight quality, business impact and customer outcomes. What you will bring to the team Ideally, you will bring the following experiences to this role:




- Previous 2+ years’ experience working in a relevant professional role and working across a customer‑oriented service environment and/or financial service industry.
- Experience in developing reports, insight packs or dashboards and presenting findings to stakeholders across the business, including operational leaders.
- Experience in collecting and analysing customer feedback across multiple channels such as surveys, verbatim comments, customer interactions, complaints, or digital feedback.
- Experience supporting or designing closed‑loop feedback processes, ensuring negative customer experiences are acknowledged, addressed and tracked.
- Prior experience working within an Operations function or business would be highly regarded.
- Deep knowledge of own area of expertise and basic understanding and experience of wealth management and processes of financial planning.
- Understanding of the regulatory and compliance regime for financial services. You’ll thrive here if… If you can adapt from BAU to the ambiguous with ease, you’ll do well here. Change is never easy, so bring your commitment, grit and growth mindset. Because we run lean, you’ll be expected to jump in and deliver across a variety of areas. Meaning, you’ll be closer to the action and executive decisions that influence where we go next. If you’re someone that can hold their own, you’ll find AMP quite liberating. Why we think you’ll love working at AMP Doing what we’ve always done is not an option, so your clever ideas will get airtime here. You’ll be encouraged to speak up and try current things. If they don’t work, we move on – better for it. We know there’s no one way of doing things. So you won’t have to sacrifice who you are or how you work to fit in here. We’re inclusive and flexible in many of the ways you’d expect. And in so

📌 Service Insights Analyst (Melbourne)
🏢 Amp
📍 Melbourne