Select how often (in days) to receive an alert:We are a business fuelled by optimism, unwavering customer focus and a team of amazing people.And that's where we come in. "the amazing people" part!We don't sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit.The VOC Analytics Lead plays a pivotal role in driving customer-centric improvements by leading one of the Voice of the Customer (VOC) workstreams. Reporting to the Associate Director, Analytics, and working closely with the VOC Tribe Lead, this leadership position is responsible for proactively identifying systemic issues and delivering data-driven solutions that improve customer trust, reduce enterprise risk, and support business resilience. The role manages a team of analysts and owns the workstream's analytics roadmap, with direct accountability for achieving key business metrics such as reducing complaints, lowering service-related churn, and growing CNPS, all while ensuring compliance with industry regulations like the Telecommunications Industry Standard 2018.This role requires deep technical expertise in risk and customer analytics, including advanced techniques like predictive modelling, machine learning, root cause analysis, and statistical forecasting. The Lead works cross-functionally with senior stakeholders-including Channel and Product Directors and the SLT-to influence strategic alignment and ensure roadmap execution across the business. They present actionable insights at executive forums, driving organisational dedication to proactive risk mitigation. Additionally, the Lead is responsible for uplifting analytics capabilities, embedding compliant and forward-looking processes, and championing improvements that deliver measurable value to both customers and the business.Your day to day will consist of Own and deliver against the analytics roadmap to meet company KPI targets, driving measurable improvements in customer and risk-related outcomes.Identify and resolve systemic issues through advanced analytics techniques such as predictive modelling, clustering, and anomaly detection.Prioritise high-value initiatives that improve customer impact and business value, using data-driven cost-benefit analysis.Champion customer trust and experience, directly contributing to improvements in CNPS and reduction in service-related churn.Mitigate enterprise risk by applying risk analytics to proactively address issues and ensure compliance with regulatory standards.Lead and develop a high-performing analytics team, embedding forward-looking, compliant practices while collaborating across business units and executive forums to influence strategic roadmaps.What makes you perfect for the role?Relevant professional qualifications in a quantitative field (e.g. Mathematics, Computer Science, Finance, Engineering, Statistics), with postgraduate qualifications in STEM or business fields preferred.Demonstrated ability across a range of analytics methods, with a focus on customer and risk analytics in highly regulated environments.Advanced skills in SQL, data manipulation, data wrangling, and performance tuning (e.g. Alteryx), with experience in both structured and unstructured data sources; intermediate Python and machine learning experience.Proficient in visualisation tools like Tableau and Power BI (certifications desirable), with experience on cloud platforms such as GCP, AWS, or Azure.Proven track record of delivering measurable customer value through analytics; solid understanding of Agile and Waterfall methodologies, with certifications such as CSPO, CSM, SAFe, PMI/PMP preferred.Prior experience leading squads, with strong team workflow management using tools like JIRA and Confluence.Advanced communication and influencing skills, strong business and commercial competence, ability to manage multiple projects, and demonstrated capacity to encourage teams.Optus is a place where we let you do you. We offer a range of benefits including:3 days in the office, 2 days remote - with flexible hours to suit!Inclusive paid parental leave, up to 14 weeks for the primary care giverAll Optus employees have access to resources, webinars and support via the 'Parents at Work portal'Own your own growth by accessing an extensive online and facilitator led learning catalogue.Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post officeFree Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!Curious about our culture? Go behind the scenes with our people by searching on LinkedIn!At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email or call. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.For more information on Diversity, Inclusion & Belonging at Optus, please visit