Medibank

Customer Insights Manager

Medibank

full-time

Posted on:

Location Type: Hybrid

Location: Docklands • Australia

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Tech Stack

SQLTableau

About the role

  • Bringing together customer feedback from multiple sources—frontline data and insights, operational metrics, and behavioural trends—to form a holistic picture of customer experience.
  • Owning and evolving key measurement frameworks, including NPS‑based metrics (jNPS, cNPS, rNPS) and journey‑level performance.
  • Translating complex information into simple, compelling insight narratives for diverse audiences, including senior leaders and cross‑functional teams.
  • Partnering with Hubs, Squads and CX Design to ensure customer evidence informs prioritisation, planning, and governance.
  • Identifying key customer problems, opportunity areas, and experience drivers through frameworks, dashboards, and recurring reporting cycles.
  • Facilitating workshops and working sessions to help teams align on customer issues, agree actions and embed insight‑led thinking.
  • Supporting the organisation to build capability in understanding and using customer intelligence in everyday decision‑making.
  • Owning customer performance and target setting processes & sharing in key Hub/Squad and exec rhythms.
  • Continuously improving how we measure, report, and act on customer experience performance across Medibank.
  • Mentor and guide the Senior commercial performance analyst on capacity planning and customer data exploration projects.

Requirements

  • Enjoy interpreting data and turning complex findings into clear stories that inspire action.
  • Comfortable analysing and interpreting trends, correlations, and drivers within large datasets.
  • Communicate with impact—able to adjust your style for different audiences, from analysts to executives.
  • Thrive in collaborative, cross‑functional environments and build strong relationships across teams.
  • Bring a human‑centred mindset and are curious about what our customers think, feel and need.
  • Adaptable, proactive and comfortable navigating ambiguity.
  • Expert in Excel and MS Office suite (experience with tools like Tableau and SQL are a bonus but not essential).
Benefits
  • Flexible working hours
  • Professional development opportunities
  • Employee assistance program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysiscustomer experience measurementNPS metricsdashboard creationreportingcapacity planningcustomer data exploration
Soft Skills
communicationcollaborationrelationship buildingadaptabilityproactivitycuriositystorytelling