Role : VRO Analyst

Type of role - Permanent Position

Location : Sydney, Australia

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Role Purpose & Environment The Commercial Analyst – Value Realisation (VRO) translates customer, commercial and value realization data into commercial insights, recommendations and measurable value across Customer Lifecycle Management (CLM) activity.

As a core member of the Customer Intelligence Commercial Team, the role leads commercial value realization analysis across strategic CLM initiatives, including Pega, targeted customer offers, credits and below-the-line (BTL) investment. The role connects performance, customer behavior, investment, and value to determine what is happening, why it matters, what it is worth, and what action should be taken.

Working closely with Commercial Managers as the portfolio subject matter experts, this role establishes consistent value measurement approaches, evaluates opportunities and investment choices, and provides a cross-portfolio commercial view. The role partners with CLM Leadership, Pega (Martech) team, Product, Finance, and other internal teams to ensure decisions are supported by robust commercial analysis.

ROLE FOCUS: Commercial interpretation, value methodology and decision support. The role answers: “So what, what is it worth, and what should we do?”

Core Responsibilities

We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us. Due to the dynamic nature of the business your responsibilities may change over time as the business evolves, however will usually be focused on:

1. Value Realization (VRO) & Commercial Measurement

- Lead and evolve value measurement frameworks for Pega decisioning, CLM initiatives and investment programs.
- Define appropriate methodologies, baselines, counterfactuals, control approaches, KPIs and value attribution methods.




- Assess realised value against business case expectations, forecasts and investment, identifying value leakage and required action.
- Partner with Finance and Marketing Analytics to align assumptions and validate material commercial outcomes.

2. Commercial Insights & Decision Support

- Translate customer, financial, and operational performance into clear commercial insights and recommendations.
- Identify underlying performance drivers rather than reporting movements alone.
- Quantify commercial opportunities, risks and trade-offs and develop scenario and sensitivity analysis.
- Present recommendations covering what happened, why it matters, what it is worth and what should happen next.
- Challenge assumptions and identify where further evidence is required before investment decisions are made.

3. Credits & Offer Investment

- Lead the commercial analysis and governance of below-the-line offer and credit investment.
- Develop visibility of offer budget consumption, value delivered and areas of value leakage.
- Partner with Commercial Managers to evaluate portfolio-specific offer strategies and recommend where investment should be scaled, redesigned or stopped.

4. Insights, Influence & Governance

- Develop and deliver concise, decision-oriented presentations for leadership and value realisation reviews, clearly articulating commercial drivers, financial implications, recommended actions and decisions required.
- Translate complex analysis into clear recommendations for non-technical audiences.




- Influence stakeholders using evidence and commercial judgement and facilitate alignment where assumptions differ.
- Clearly communicate uncertainty, analytical limitations, and risks.
- Set standards for repeatable value reporting and provide direction to the Data Analyst – Commercial & VRO on required analysis, dashboards and documentation.

Essential

- Australia-based, ideally Sydney
- 5+ years' experience in commercial insights, commercial analytics, strategy, finance, customer value or a related role.
- Strong strategic thinking and commercial acumen, with the ability to connect customer and commercial insights to broader business priorities, evaluate short- and long-term trade-offs and identify where investment will create the greatest value.
- Strong stakeholder influencing and presentation skills, with the ability to confidently present recommendations to senior audiences, constructively challenge assumptions and build agreement on action.
- Curious and proactive, with a willingness to try new things, learn on the go and take the initiative to build understanding in unfamiliar areas.
- Self-driven and comfortable working through ambiguity, taking ownership from problem definition through to recommendation and delivery
- Advanced Excel and working knowledge of SQL and Power BI sufficient to interrogate analysis and data.

Desirable

- Experience in telecommunications, customer lifecycle management, marketing, retention, or customer value management.
- Experience with value realisation, portfolio management or benefits tracking frameworks.
- Experience with decision-making and personalisation platforms such as Pega
- Experience with credits, offers, pricing or below-the-line investment optimisation
- Experience working in an Agile setting and using Jira and Confluence.

Interested candidate can share share their resume at [email protected] or call me on +61 283195529

📌 VRO Analyst (Sydney)
🏢 CareCone Group
📍 Sydney