Customer Resolutions Insights Analyst

As our Customer Resolutions Insights Analyst, you will transform customer feedback and complaint data into polished Board papers and executive communications. While the team supports you with raw analytics, your superpower is synthesis—pinpointing root causes, crafting compelling narratives, and delivering the strategic recommendations that drive enterprise-wide change at Bendigo Bank.

Reporting to the Manager, Customer Resolutions Insights and Continuous Improvement, you will identify key strategic themes, draft high-calibre reports, and present critical insights to senior leadership.

This is a rare opportunity to join our newly created Customer Resolutions team at inception, help shape a new service model, and directly influence our customer experience.

What you will be doing:

• Executive & Board Reporting: Lead the drafting and preparation of high-quality Board papers, executive memos, and committee reports, turning technical insights into highly polished, executive-ready narratives.

• Strategic Storytelling: Interpret analysed data sets and complaint themes to build cohesive, logical, and persuasive stories that clearly outline risks, impacts, and recommended decisions.

• Continuous Improvement Advocacy: Actively challenge the status quo by leveraging customer insights to propose actionable solutions and improvements across products, policies, systems, and staff communications.

• Collaboration & Compliance: Partner with our dedicated data specialists to verify evidence, monitor metrics supporting RG 271 compliance, and ensure the absolute accuracy of the data driving your narratives.

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

• Superior Board Paper Writing: Demonstrated experience drafting board-level or executive-ready papers, with a proven ability to write concisely, structure arguments logically, and highlight critical decision points.

• Executive-Level Communication: The ability to translate complex data and technical insights into clear, executive-ready narratives that influence senior decision-makers

• Strategic Thinking: The ability to look at data reports, find the "so what" behind the numbers, and turn those findings into clear recommendations.

• Refined Attention to Detail: Exceptional written communication skills, rigorous proofreading standards, and the ability to apply sound, mature judgment to complex regulatory and customer situations.

• Collaboration & Relationship Management: Proven success in working alongside technical data analysts to extract necessary findings and translate them for non-technical, high-level audiences.

• Desirable: Experience in customer advocacy or dispute resolution, alongside knowledge of RG 271 and other relevant complaint management codes.

• Desirable: A relevant Tertiary qualification (e.g., Communications, Business, Public Policy, Finance, Business, Law, etc.) is preferred but not required.

Please note shortlisting and interviews may take place prior to the advertised close date. Don't delay—apply now!

Why Join Us?

At Bendigo and Adelaide Bank, we believe in the power of great people working together. You will be part of a collaborative, forward-thinking team where your strategic insights will have a direct, tangible impact on the bank's future. We offer a supportive environment that values operational excellence, talent development, and a strong commitment to our customers and communities.

This is a permanent role, based out of any of our Head Office locations. We offer flexible work options that put our people first, operating on a hybrid model that generally includes a minimum of 2 days a week in your local office.

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.

So, why work for us?

With over 2.9 million customers, we are one of Australia’s largest retail banks with a vision our purpose – ‘to feed into the prosperity of our customers and communities, not off it’. In fact, over $366 million have been put back into communities nationwide. We developed Up, Australia's first fully digital bank, which has grown to over one million customers in just six years. We are regularly voted 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!

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!