Job Description
About the Role
As the Manager, Customer Relations Data & Insights, you will lead the delivery of customer complaints and customer relations insights that drive data-informed decision-making across the organisation. Reporting on customer trends, complaints performance, regulatory obligations and customer experience outcomes, you will play a critical role in helping the business better understand its customers and identify opportunities to improve processes, enhance experiences and reduce avoidable complaints.
You will lead a team responsible for developing robust reporting, delivering actionable insights, and supporting strategic initiatives that influence customer outcomes. Working closely with Customer Relations, Contact Centre, Distribution, Remediation and key external partners, you will translate complex data into meaningful stories that support senior leaders, executive committees and board-level decision-making.
Key responsibilities include:
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