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The Customer Insights team enables Suncorp to make effective customer decisions by recommending the direction, priorities and territories for customer experience (CX) improvements. The team delivers insights which informs customer strategy, customer experience activity, brand strategy/segment plans and our commercial/financial plans.
The Specialist, Brand Reputation Insights provides insights on Suncorp's brand perception and reputation performance– curating data and content from various data sources to support creation of a view of customer perception of Suncorp's brand perception versus the market. The role will conduct work which connects strategic measures of brand and reputation, helping to integrate insights across brand health, reputation and NPS measurement. The role will deliver information and insights to support the brand and CX teams to better understand the perception and reputation of our brands. This role involves the continuous monitoring, analysis and reporting of brand insights as well as supporting deep insights into opportunities to improve brand reputation.
Key Accountabilities: Supports the creation of strategic insights as required for performance monitoring, ad-hoc Board/Executive projects, performance updates.Contributes to Brand Forums, Insights to action and Leadership team updates.Supports the development of brand and reputation performance, target setting and reporting on outcomes.Analyses brand and reputation data to help build a robust understanding of drivers and opportunities/threats to positioning.Builds understanding and connection of different brand perception measures and provides a consolidated view of performance and potential actions to improve performance.Supports planning and prioritisation through understanding reputational drivers and gaps to competitors.Conducts ad-hoc customer data requests and supports broader customer insights team projects and priorities as required.About You: Relevant Degree: Marketing, Business / Commerce, Economics/Financial Economics, Behavioural Sciences, Maths/Statistics, or equivalent strong statistical data/ analysis skills (desired).At least 3-5 years' experience in primary and secondary research; utilising and triangulating data and market context from qualitative and quantitative research – particularly macro industry and customer trends.Ability to manipulate large data sets and analyse them in the context required to address business problems.Experience with statistical analysis and/or knowledge of coding languages (Desired).Research, marketing research and/or extensive market research agency/consultancy experience (Desired).Key Capabilities: Curious with a bold, predictive, and forward-looking mindset.Innovative, strategic thinking; hands on to ensure things get done; experimental and looking to learn and share thought leadership.Strong customer focus, strategic mindset and 'outside in' thinking.High quality written and verbal communication skills.High proficiency in excel, managing large data sets, statistical analysis (regression, multi-variate) to apply to brand and customer needs research.Demonstrated use of quantitative approaches to research in addition to qualitative research skills.Align outputs to Customer Insights team objectives and be collaborative.Proficient understanding of brand performance and applicability of research findings to support marketing and product teams.Proficient application of multiple data inputs (analytics, market / econometric, customer behaviour / research) to derive a strategic direction that business leaders can understand and use to drive business outcomes.Underpins a view with clear practical demonstration of structure/theoretical drivers of customer decision making and choice.Proficient application of customer and experience data to create models, predictions, segmentation with a view to applying to understand opportunity for improvement in business performance using the most effective methods to analyse and interpret/communicate customer research.Demonstrates and fosters a sense of urgency, ownership, and strong commitment to achieving goals and organisational success.What we can offer you: Discounts and offers on a range of insurance products.A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.Invest in your brighter future with ongoing study support and career development programs.Give back to our communities with payroll giving, donation matching and paid volunteer leave.Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.Advertised: 24 Oct 2024 AUS Eastern Daylight Time
Applications close: 31 Oct 2024 AUS Eastern Daylight Time
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