Senior Insights Manager

The Senior Customer Insights Manager position is a dynamic and impactful role with a broad range of responsibilities. Some of your day-to-day activities may include the below:

• Turning customer feedback, research and performance data into actionable insights that shape strategy, improve experiences and deliver better outcomes for our customers.

• Lead ANZ's Customer Insights roadmap, aligning priorities with strategic objectives and customer outcomes.

• Partner with senior leaders as a trusted advisor, using customer insights to inform business decisions and priorities.

• Champion customer-centric thinking and embed the voice of the customer across the organisation.

• Strengthen ANZ's customer listening capability, leveraging Qualtrics and other data sources to uncover meaningful insights.

• Identify customer trends, opportunities, risks and drivers of advocacy, loyalty and customer effort.

• Translate complex data into clear, compelling stories that influence action and deliver measurable outcomes.

• Monitor customer experience metrics, including NPS, and partner with stakeholders to prioritise high-impact improvements.

• Evaluate the effectiveness of customer-led initiatives and drive continuous improvement.

• Build strong relationships across product, channel, transformation and business teams, influencing decisions through evidence-based insights.

• Represent the customer perspective in strategic planning, governance forums and key business initiatives.

This position offers flexibility and creativity - you'll be encouraged to bring your unique perspective and flair to make the role your own.

To grow and be successful in this role, you will ideally bring the following:

• Strategic thinking, with the ability to connect insights across business areas, customer journeys and data sources.

• Strong analytical curiosity and the ability to synthesise qualitative and quantitative evidence into meaningful insights.

• Exceptional storytelling skills, translating complex information into clear, actionable recommendations for senior audiences.

• Strong research acumen, including experience designing and applying qualitative and quantitative approaches.

• Commercial acumen and the ability to connect customer outcomes with business priorities and value.

• Highly developed stakeholder management and influencing skills, with experience building trusted relationships across diverse groups.

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.