Performance Insights & Optimisation Lead at Southern Cross Healthcare

Auckland, Auckland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

13 Apr, 26

Salary

0.0

Posted On

13 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Analytics, Performance Optimisation, Reporting, Excel, SQL, Problem-Solving, Power BI, Contact Centre Management

Industry

Insurance

Description

About us Southern Cross Health Insurance is shaping a healthier Aotearoa New Zealand. Our purpose is simple: empowering our members to live well for longer. We're here to give peace of mind through timely access to quality care, inspire healthier living, and lead positive change across the health system. As a New Zealand-owned, member-based organisation, we're building a future where wellbeing is at the heart of everything we do -- delivering exceptional value for our members and creating an environment where our people thrive. Now is an exciting time to join us. You'll be part of a high-performing, values-driven team where people are at the heart of everything we do -- and in return for your talent, you'll have the opportunity to grow, make an impact, and be proud of the difference your work makes. About the role We’re seeking a Performance Insights & Optimisation Lead to uplift organisational performance and operational efficiency through data-driven insights across our Member Services functions. In this role, you will lead Member Services–wide performance reporting and analytics, ensuring our omni-channel contact centre platform delivers maximum value and efficiency. You’ll equip leaders and teams with the insights they need to monitor performance, make informed decisions, and improve outcomes. You will design and maintain clear, actionable dashboards and reporting that enhance transparency, accountability, and smart resource utilisation—ultimately supporting the best possible experience for our members. Key Responsibilities Performance Reporting & Insights: Lead the design, delivery and continuous improvement of Member Services performance reporting, ensuring accuracy, consistency and meaningful insights. Data Analysis & Recommendations: Extract, analyse and interpret data from operational systems to identify trends, risks and opportunities that improve member and business outcomes. Productivity & Efficiency: Identify efficiency opportunities and partner with stakeholders to optimise workflows, processes and resource allocation. Collaboration & Engagement: Work closely with Member Services leadership and Operations teams to translate insights into action and foster a culture of performance accountability. Governance & Reporting: Prepare and present clear, data-informed insights and recommendations for senior leaders, governance forums and committees. Alignment & Values: Deliver outcomes aligned to organisational strategy, values and our shared ways of working. About You Experience leading in a medium or large contact centre environment. Strong background in data analytics, insights or performance optimisation. Advanced reporting and analytical skills, including excellent Excel and SQL capability. Demonstrated logical thinking and problem-solving ability. Proficient in reporting tools such as Power BI. Experience with Bright Pattern (or similar call-routing software), or the ability to quickly learn new systems. Our values who we are and what’s important to us. Ngākau nui. Āhurutanga. Tikanga. Join a team that's always there, always real, always true. If you thrive in a purpose-driven, diverse and supportive culture, we think you’ll love working with us. What we offer you: five days of wellbeing leave per year (pro-rated for part-timers) health insurance for you and your immediate whānau life insurance cover and discounts on pet and travel insurance extra parental leave benefits and financial wellbeing support ability to participate in our workplace wellbeing programme. But that’s not all. If you need more time to support your whānau, we offer work-life balance, a hybrid environment and each year you have a volunteer day to spend with your team contributing to a cause or community of your choice. We are proud to be Rainbow Tick accredited, and we facilitate an active employee-led Diversity, Equity and Inclusion Forum which supports many diverse groups including our Māori network, Pasifika Collective, Neurodiversity and Whānau Support networks. If you share our commitment and passion, we'd love to hear from you. About us Southern Cross Health Insurance is shaping a healthier Aotearoa New Zealand. Our purpose is simple: empowering our members to live well for longer. We’re here to give peace of mind through timely access to quality care, inspire healthier living, and lead positive change across the health system. As a New Zealand-owned, member-based organisation, we’re building a future where wellbeing is at the heart of everything we do — delivering exceptional value for our members and creating an environment where our people thrive. Now is an exciting time to join us. You’ll be part of a high-performing, values-driven team where people are at the heart of everything we do — and in return for your talent, you’ll have the opportunity to grow, make an impact, and be proud of the difference your work makes.

Responsibilities

The Performance Insights & Optimisation Lead will lead performance reporting and analytics for Member Services, ensuring efficiency in the contact centre platform. They will design actionable dashboards and reporting to enhance transparency and support member experience.