Senior Insights Analyst

at  ANZ Banking Group

Req ID: 85386
Department: AR Contact Centre
Division: Australia Retail
Location: Melbourne
About Us
Innovative Environment: Be part of a team that embraces change and encourages new ideas.
Career Growth: We provide opportunities to learn, grow, and advance in your career.
Impactful Work: Your insights will directly influence our strategies and operations, making a tangible difference.
At ANZ, we’re shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role
Are you passionate about turning data into actionable insights? As a Senior Insights Analyst at ANZ, you’ll be at the forefront of developing key relationships within and outside the Contact Centre. Your mission: to identify opportunities that support and enhance the Contact Centre Business. By combining your hands-on technical skills with business acumen, you’ll create data-driven insights that improve Customer and Banker Experience, as well as Cost and Revenue outcomes.
The role requires a strong understanding of end-to-end data processes from source through to end reporting and Insights production, as well as curious mind willing to explore data in different ways.
Role Type: Permanent
Role Location: 833 Collins Street, Docklands VIC 3008
Work Hours: Full-time, 40hrs/week
What will your day look like?

YOUR KEY ACCOUNTABILITIES WILL INCLUDE:

Stakeholder Management: Build and maintain strong relationships, communicate effectively, and mentor team members.
Opportunity Identification: Spot areas for improvement across all Departments within the Customer Contact Centre.
Data-Driven Insights: Collaborate with various departments to develop actionable insights that drive measurable improvements in cost, revenue, and experience.
Data Preparation: Source, transform, and prepare data sets for ongoing reporting and analysis.
Insight Exploration: Join data sets from multiple sources to uncover valuable insights.
Executive Reporting: Create accurate ad-hoc information packs for executive-level reporting, providing insightful commentary on influencing factors.
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Technical Expertise: Mandatory high level proficiency in SQL, Excel, and QlikSense or similar BI tools.
Desirable Skills: Python, ‘R’, Experience with LivePerson and PowerPoint.
Relevant Experience: Extensive experience in Reporting/Analytics roles, particularly in a digital Contact Centre.
Communication Skills: Strong interpersonal, influencing, written, and verbal communication skills, with a knack for storytelling.
Analytical Skills: Exceptional analytical and problem-solving abilities, with attention to detail.
Mentorship: Experience in mentoring and coaching staff in both technical and soft skills.
You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
So why join us?
From the moment you join ANZ, you’ll be doing meaningful work that will shape a world where people and communities thrive.
But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources, opportunities, and support you need to take the next big step in your career.
We’re a diverse bunch at ANZ in different roles, different locations, doing different things. That’s why we have a range of flexible working arrangements, so our people can ‘make work, work for them’. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
At ANZ, you’ll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That’s because we’re committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you’re a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.
. You can apply for this role by visiting ANZ Careers and searching for reference number 85386 .
Job Posting End Date
03/02/2025 , 11.59pm, (Melbourne Australia

Please refer the Job description for details