Head of Insights, Segmentation & Strategy We are seeking an accomplished Head of Insights, Segmentation & Strategy to lead our customer insights, research, Voice of Customer, segmentation and analytics functions, driving a deeper understanding of customer needs, behaviours and experiences to shape customer strategies that support sustainable growth. This role will be offered as a 7-month fixed-term contract opportunity.

Reporting to the Group Head of Brand & Marketing, you will leverage customer, market and performance insights to inform strategy, shape customer priorities, identify growth opportunities and enhance customer outcomes. Partnering closely with senior leaders, you will translate complex information into clear, actionable recommendations that influence strategic priorities, investment decisions and business performance.

About the Role This is an exceptional opportunity for a senior marketing, customer insights or strategy leader to make a meaningful enterprise-wide impact. Leading a high-performing team, you will champion a customer-led approach, ensuring customer needs, behaviours and experiences are embedded in strategic planning and decision-making across the business.

Drawing on deep customer and market insights, you will help shape organisational priorities, guide investment decisions and support sustainable growth, while ensuring the customer voice remains at the centre of the organisation's future success.

Your key responsibilities will include:

Lead and evolve the Bank's Voice of Customer, Brand Health and customer research programs.

Drive customer strategy, segmentation and priority customer cohort frameworks, embedding customer evidence into enterprise, divisional and marketing planning.

Identify emerging customer needs,



market trends, growth opportunities and customer experience risks.

Lead acquisition funnel measurement and analytics to improve conversion, customer outcomes and sustainable growth.

Oversee retention analytics and modelling programs to support customer engagement and long-term value creation.

Deliver compelling insights and strategic recommendations to Executive and Board stakeholders.

Direct customer, market and competitor research, ensuring findings are translated into meaningful business actions.

Act as accountable data steward for customer and marketing data domains, ensuring robust governance, quality and controls.

Oversee enterprise customer metrics, reporting standards and performance frameworks.

Lead customer and brand performance reporting across Executive and Board audiences.

Develop, coach and inspire a multidisciplinary team spanning customer insights, analytics, research and customer data.

Partner across product, marketing, operations, technology, risk and transformation functions to deliver customer-led outcomes.

Maintain strong risk management, compliance and governance practices across all areas of accountability.

About You You are a strategic and commercially minded leader who thrives on turning customer insights into meaningful business outcomes. Combining deep expertise in customer strategy,



analytics and research with a strong understanding of organisational priorities, you know how to translate complex customer and market data into clear, actionable recommendations that influence decision-making at the highest levels.

In this role, you'll provide trusted advice to senior leaders, Executives and the Board, while leading a high-performing multidisciplinary team across customer insights, research, analytics and customer data. Your ability to influence, collaborate and drive change will be instrumental in ensuring customer evidence remains at the heart of strategic planning and business growth.

You'll also bring:

Extensive leadership experience across customer insights, analytics, customer strategy, segmentation, research or related disciplines.

A proven track record of leading large, multidisciplinary teams and delivering enterprise-wide initiatives in complex organisations.

Deep expertise in customer segmentation, Voice of Customer programs, customer experience measurement, acquisition and retention analytics.

Strong analytical capability, with the ability to synthesise complex quantitative and qualitative insights into explicit, commercially focused recommendations.

Experience influencing and presenting to Executive and Board-level stakeholders.

Sound knowledge of governance frameworks, performance measurement, data quality and risk management practices.

Exceptional stakeholder engagement, communication and change leadership skills.

Strong commercial acumen, with the ability to connect customer insights to growth, retention, customer value, financial performance and risk outcomes.

Experience navi

📌 Head of Insights, Segmentation (Brisbane)
🏢 People First Bank
📍 Brisbane