Manager, Customer Service - Performance & Analytics
We’re looking for a strategic and analytical leader to join our team as Manager, CS Performance & Analytics. This role is pivotal in enabling data-driven decision-making across our Customer Service functions, helping to optimise performance and enhance customer outcomes.
You’ll act as a trusted advisor to senior leaders, delivering actionable insights, challenging benchmarks, and influencing business strategy. This is a high-impact role that combines performance analysis, stakeholder engagement, and continuous improvement.
Key Responsibilities
- Strategic Business Partnering: Provide expert guidance to senior leaders on performance optimisation and critical decisions. Build strong relationships with EGMs and leadership teams.
- Performance Analysis & Insights: Lead performance monitoring, deliver strategic recommendations, and facilitate monthly performance meetings. Identify trends, gaps, and opportunities for improvement.
- Continuous Improvement: Collaborate with data and reporting teams to evolve data models and analytics tools. Develop new metrics and drive innovation in performance measurement.
- Enterprise Project Enablement: Ensure performance metrics and data requirements are integrated into enterprise technology projects. Lead transitions to new platforms while maintaining data integrity.
About You
You’re a strategic thinker with a strong analytical mindset and a passion for performance improvement. You thrive in a collaborative environment and have a proven ability to influence senior stakeholders.
- Degree in Business, Commerce, or other quantitative disciplines (mandatory)
- 7–10 years in performance analytics, business intelligence, or related fields
- Proven experience engaging with senior executives
- Strong cross-functional collaboration across departments
- Experience in data strategy, transformation, and integration (desired)
Technical Skills & Capabilities
- Advanced analytical skills including predictive modelling and trend analysis
- Robust leadership and stakeholder management
- Excellent communication and presentation skills
- Proficiency in data tools (e.g., SQL, Power BI, Tableau, Excel)
- Change management and continuous improvement mindset
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.
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📌 Manager, Customer Service - Performance & Analytics
🏢 Suncorp Group
📍 Melbourne