Customer Resolutions Insights Analyst

Your new role with Bendigo Bank is just a few clicks away.

Position Description: PD - Customer Resolutions Insights Analyst - Aug 2024.docx

As Customer Resolutions Insights Analyst , you will review and analysis data to help identify the key drivers of customer complaints and their root cause to enable the business to make meaningful change across the enterprise for better customer outcomes.

Reporting to the Manager, Resolution Insights and Continuous Improvement you will collate and analyse data, identify themes, prepare reporting and present recommendations to the business.

The Customer Resolutions function is a newly created team within Bendigo Bank. This is a rare opportunity to join a team at inception and support the building of a service model that has reach across the enterprise and the opportunity to directly influence the customer experience.

As our new Insights Analyst, you will bring the following skills:

• Tell stories with data to provide insights which help the business make informed decisions

• Highly developed reporting and analysis skills

• Advanced data visualisation and skills (PowerPoint, Excel, PowerBi)

• Experience in customer advocacy or dispute resolution would be desirable

• Knowledge of RG271, and other relevant codes relevant to complaint management

• Superior attention to detail and analytical thinking

• Ability to investigate and apply appropriate judgement to complex situations

• Demonstrated ability to manage own resilience and work

• Strong communication and presentation skills

We offer flexible work options that put our people first including a hybrid model with a minimum of 2 days in a local Head Office each week.

About Bendigo Bank

With over 7,000 employees, we are Australian's fifth largest retail bank with a vision our purpose - 'to feed into the prosperity of our customers and communities, not off it'. We are one of Australia's most trusted brands and this isn't something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at!

Find out more about us and our incredible history here: About us | Bendigo and Adelaide Bank (bendigoadelaide.com.au)

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

Our perks and benefits:

Belong to a wonderful team of people. Know how we know they're great to work with? They told us! Great benefits, work life balance and flexibility

• Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that!

• We know the last few years have been rough, so we have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank!

Still in two minds?

Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don't tick every box we still want to see your application!

Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now!

We don't want you to be missed, so please note that directly emailed CV's may not be picked up by the system and may risk being missed from the process.

We love the support recruitment agencies give businesses every day, however, we have got this. Our superstar recruiters will reach out to our fabulous panel if we need a helping hand.