Complaints Reporting & Analysis Specialist

Job Description

Create impact as a Complaints Reporting & Analysis Specialist . Join the largest general insurance group in Australia and New Zealand. YOUR ROLE Joining our Customer Experience and Marketing team within Retail Insurance Australia (RIA), you’ll support the Australian Complaints Analysis process by conducting routine and ad-hoc analysis to identify complaint themes and generate insights into root causes of complaint trends and reporting outcomes to senior stakeholders. You’ll engage with business units to share analysis, themes, and trends to improve customer experience and service offerings and enable early identification of systemic issues. You’ll work collaboratively with stakeholders to assist in the design, enhancement, and delivery of regular and ad-hoc complaint analysis which meets regulatory compliance obligations including RG271. This is a permanent role open to candidates based in Gadigal Country (Darling Park 2, Sydney), Naarm (Melbourne), and Meanjin (Brisbane). We work flexibly with a mix of work from home and the office; part-time candidates are welcome to apply. ABOUT YOU 5+ years’ experience in an analytical role using data to provide recommendations to business. Advanced ability to interpret numerical data, identify, and clearly communicate insights (verbally and in writing) to varied audiences, including at senior and Board levels. General Insurance industry experience, strong understanding of business drivers and modelling. Good understanding of insurance complaints and challenges. Strong stakeholder engagement, with the ability to build and maintain collaborative working relationships with internal stakeholders, and understand others to enable you to effectively persuade and influence. Strong advocate for customer experience and a passion for making the world a safer place. Advanced Microsoft Excel skills, analytical and written communication skills. Experience in R, Python, SQL, and/or other coding languages (preferred). General knowledge of AFCA or other government/industry regulator and experience with internal and external dispute resolution and/or customer experience. Applications close Friday 14 February 2025 at 23:59pm AEST. Joining IAG , you’ll have access to a raft of benefits from across the IAG group: Boosted superannuation with 13% as standard. Dedicated career growth programs, including the award-winning IAG Academy. A certified Family Inclusive WorkplaceTM. Work from home and many more flexibility options with myFlex. Discounts on everyday and special occasion items. Energy transition opportunities to help us be net zero by 2050. ABOUT US We're IAG, the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping, supporting ambitions, and making insurance accessible. As part of IAG, you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day. We celebrate all viewpoints shaped by life experiences and culture and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees. We’re ready for you. Apply today. Learn more about who IAG is here . #J-18808-Ljbffr