Customer Insights Specialist

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# Primary Details
Time Type: Full time

Worker Type: Employee

A Customer Insights Specialist is responsible for conducting research and analysis related to customers, market trends, and competitive intelligence. They gather, organize, and interpret data to provide actionable insights that help businesses make informed decisions to enhance our products, services, and customer relationships. They will provide a wide range of services around survey design, data collection, processing and data analysis.

RESPONSIBILITIES

Customer Profiling:

- Create and maintain detailed customer profiles, including demographics, behavior patterns, and preferences.

Surveys and Questionnaires:

- Script surveys and questionnaires to collect data from customers, analyze responses, and provide recommendations for improvement.
- Identify processes qualified for Customer Satisfaction Surveys
- Support, plan, and coordinate operations for single or multiple surveys

Data Collection:

- Documenting changes to programs or projects procedures in a timely and clear manner

Data Analysis:

- Analyze data using statistical and analytical techniques to draw meaningful insights and trends.

Reporting:

- Prepare and automate reports, dashboards, and presentations to communicate research findings to key stakeholders.

Customer Feedback Analysis:

- Analyze customer feedback, reviews, and complaints to identify areas for improvement and make recommendations to enhance customer satisfaction
- M onitor and resolve queries related to customer experience in the TellUs Mailbox

Recommendations:

- Provide actionable recommendations based on research findings to improve product offerings, customer experience, and business strategies.

Data Visualization:

- Create visual representations of data, such as charts and graphs, to help stakeholders easily understand research results.

Continuous Learning:

- Stay updated on industry trends, research methods, and tools to ensure the research process remains current and effective.

QUALIFICATIONS

Knowledge

- General understanding of the general business environment and market conditions within which QBE operates (preferably AUSPAC market)
- Broad knowledge of data analysis, extraction and management techniques for insurance portfolios
- Strong numerical sense with mathematical and statistical knowledge preferred
- Knowledge in market and customer research is preferred

Skills

- Experience in survey data processing and preparation
- Advanced skills in Excel (e.g. ability to use VLOOKUP, INDEX MATCH, SUMIF, Pivot Tables, etc)
- Experience with report automation through Excel, Power BI and Power Automate is a plus
- Intermediate skills in PowerPoint
- Knowledge on Platform One, SPSS, Q, Qualtrics, InMoment and other similar tools is preferred (but not essential).
- Knowledge of data visualization tools (e.g., Tableau, Power BI).
- Understanding of qualitative and quantitative research methods.
- Strong project management skills.

Experience

- 4 years relevant experience
- At least 1 year experience in the financial services industry, preferably in insurance
- Working experience in a consulting or shared services environment preferred
- Bachelor's Degree or equivalent combination of education and work experience

Skills:
Communication, Critical Thinking, Customer Service, Customer Value Management, Database Management, Financial Products, Intentional collaboration, Managing performance, Prioritization, Qualitative Analysis, Research Analysis, Risk Management, Sourcing Analytics, Stakeholder Management, Supplier Management

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.