Complaints Reporting & Analysis SpecialistJob requisition ID: 45242Location: Melbourne, VIC, AU; Brisbane, QLD, AU; Sydney, NSW, AUWorkplace Type: HybridCreate impact as a Complaints Reporting & Analysis SpecialistNRMA Insurance has been helping Australians with their general insurance and actively supporting communities for 100 years.
Part of Insurance Australia Group (known as IAG), we're proud to be one of Australia's most iconic brands.Your RoleWe are seeking a dedicated Complaints Reporting & Analysis Specialist to join the Customer Relations, Regulatory, and Transformation team.
You'll support the Australian complaints analysis process by conducting routine and ad-hoc analysis and gathering data for internal and external reporting needs.With your experience in the general insurance industry and knowledge of ASIC Regulatory Guide RG271, AFCA, and other industry regulators, you'll analyse complaint data to identify themes, trends and root causes, aiming to improve customer experience and identify potential systemic issues.You'll share your analysis with business units and report outcomes to various audiences, including senior management and the Board.
You'll be key in enhancing our complaint reporting systems, focusing on digital dashboards, Tableau, and automated self-service reports.
You'll also develop and maintain a framework for ongoing complaint analysis and reporting across the organisation.This is a permanent role open to candidates based in Gadigal Country (Darling Park 2, Sydney), Naarm (Melbourne), and Meanjin (Brisbane).ABOUT YOU5+ years' experience in data analysis role, using data to provide recommendations to businessAdvanced ability to analyse, interrogate and interpret numerical data to produce meaningful insightsClearly communicate insights and analysis outcomes to varied audiences (verbally and in writing), including at senior and Board levelsAbility to scope, assess, analyse and gather data for routine and ad hoc reporting (internal and external)Strong stakeholder engagement skills with ability to build and maintain collaborative working relationshipsGeneral Insurance industry experience, strong understanding of business drivers and modellingGeneral knowledge of AFCA or other government/industry regulator and experience with internal and external dispute resolution and/or customer experienceGood understanding of insurance complaints and challengesStrong advocate for customer experience and a passion for making the world a safer placeAdvanced Microsoft Excel skills, analytical and written communication skillsFoundational knowledge and experience in R, Python, SQL and/or other coding languages (preferred)Applications close Friday 4 April 2025 at 23:59pm AEST.Joining IAG, you'll have access to a raft of benefits from across the group:Boosted superannuation with 13% as standardDedicated career growth programs, including the award-winning IAG AcademyA certified Family Inclusive WorkplaceTMWork from home and many more flexibility options with myFlexDiscounts on everyday and special occasion itemsCommunity volunteer days and team volunteer activities*employment type eligibility criteria applyABOUT USAs 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 and grow your career beyond the expected.
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