The position

We're currently looking for two talented Analysts to join our Customer division in different, highly impactful capacities. While both roles focus on enhancing our customer experience (CX), they each bring a unique and distinct focus:

- Customer Experience Analyst: (Brisbane OR Sydney) This role combines customer expertise, commercial acumen, analytical thinking and structured problem solving to identify opportunities to improve customer journeys and outcomes while delivering sustainable business value. You'll focus on translating complex data and customer insights into explicit recommendations, business cases and practical improvement initiatives, whilst building a stronger customer-centric culture across our business divisions.
- Customer Insights Analyst: (Brisbane) This role is pivotal in supporting our enterprise Customer capability. You'll focus on gathering, analysing and translating internal and external customer data and intelligence into actionable insights. Partnering with stakeholders across the business, you'll compile insights from different sources, such as complaints and claims data, to create a single enterprise view of our customer and support informed decision making, aimed at delivering tangible improvement in customer and business outcomes, across all levels of the organisation.

Your role

These roles will be accountable for:

- Analysing end-to-end customer journeys and data from multiple sources to identify pain points, emerging trends and opportunities for improvement
- Integrating customer insights from complaints, Customer Advocacy, Claims & Assessing, Sales & Service, operations and research to build a single enterprise view of the customer
- Investigating customer issues and undertaking root-cause analysis to identify underlying drivers, validate assumptions and recommend evidence-based business solutions
- Conducting qualitative and quantitative consumer research, including surveys, focus groups and other research activities, to address gaps in understanding
- Translating complex customer data and insights into clear recommendations, commercially grounded business cases and practical improvement initiatives
- Quantifying and monitoring the customer, operational and commercial impact of improvement measures (including benefits, costs and risks)
- Developing and maintaining executive reporting and dashboards (using e.g. Excel, PowerBI)
- Partnering with stakeholders across the enterprise (including Claims, Assessing, Product, Sales, Service) to champion customer-led decision-making




- Embedding customer-centric thinking and solution design across the organisation by developing practical tools, frameworks, insights and ways of working
- Challenging existing processes, assumptions and ways of working through robust data, customer evidence and commercial analysis
- Undertaking other duties and activities as reasonably required, consistent with the scope of the roles and the evolving needs of the Customer team.What experience you’ll bring

To be successful in either of these roles, you'll need:

- A minimum of three to five years' experience in business analysis, customer insights, customer experience, consumer research, analytics or process improvement within a large or complex organisation.
- Demonstrated experience analysing structured and unstructured customer, operational, financial and market data to identify trends and generate actionable insights.
- Experience undertaking or facilitating qualitative and quantitative consumer research, root-cause analysis and end-to-end customer journey mapping.
- Strong analytical and problem-solving capability, with the ability to interpret and translate complex information into actionable, commercially sound business recommendations and business cases.
- Strong commercial acumen, including the ability to assess financial, operational and customer impacts, trade-offs and business value.
- Strong stakeholder engagement, influencing and communication skills, including the ability to collaborate across functions and present insights clearly to senior stakeholders.
- Proficiency in structured and unstructured data analysis, as well as reporting and data visualisation tools such as Microsoft Excel, SQL and PowerBI.
- A sound understanding of customer experience principles, journey mapping and customer metrics (such as NPS, CSAT, customer effort and complaints).
- The following qualifications and experience are desirable, but not essential:
- Experience within general insurance, financial services or another highly regulated industry (domestic or personal lines insurance experience is highly regarded).
- Knowledge of customer lifecycle management, customer experience optimisation and voice-of-customer methodologies or feedback platforms.
- Experience using LLMs / AI tools and agents to support data preparation and analysis.




- A relevant tertiary qualification in Business, Commerce, Economics, Psychology, Statistics, Data Science, Customer Experience or a related discipline

The benefits of working at A&G;

- Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
- Work flexibility - with options to work from home two days per week.
- Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
- Grow with us - we’ve got learning and professional development opportunities to suit everyone.
- Give back - our A&G; Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
- Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
- Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
- Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About us

Auto & General (A&G;) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents, Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

- A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.

📌 Customer Experience & Insight Analysts (Toowong)
🏢 Auto & General Holdings
📍 Toowong