Customer Insights Lead

Passionate about understanding customers and driving better experiences? 

In this role, you’ll lead Medibank’s customer insights program — shaping strategies, uplifting customer experience, and helping teams across the business make confident, evidence‑based decisions. 

Key details 

• Role type: Full‑time, 9-month Fixed-Term 

• Location: Melbourne (695 Collins St) with hybrid flexibility 

• Team: Excellence Hub – Customer Insight & Experience Design 

• Leader: Head of Customer Insight & Experience 

Why this role matters 

As the Customer Insights Lead, you play a critical role in helping Medibank understand our customers and translate those insights into meaningful change.  

From shaping enterprise strategy to lifting customer experience and guiding initiative design, you’ll bring clarity, curiosity and commercial thinking to the work that impacts millions of Australians’ health and wellbeing. 

You’ll also build capability across the business, champion customer‑led decision making, and create an environment where your team can thrive and do their best work. 

What you’ll be doing 

• Leading end‑to‑end customer insights programs, including research design, data collection, analysis, and reporting. 

• Leading our Voice of Customer program including platform migration, delivery roadmap and translating into actionable insights that support brand growth, CX improvement, commercial performance and initiative prioritisation. 

• Embedding customer insights into performance and insights rhythms — including OKRs, measurement frameworks, dashboards, and reporting. 

• Managing relationships with research agencies and internal partners to deliver on time, to scope and to budget. 

• Advising senior leaders and acting as a trusted partner on customer behaviour, trends, risks, and opportunities. 

• Leading governance, quality assurance, risk management and compliance processes across research and data activities. 

• Supporting and coaching a highly engaged team, creating clarity on priorities, and enabling capability uplift. 

• Applying a continuous‑improvement mindset — embracing new tools, including safe and responsible AI, to enhance insights and efficiency. 

You’ll thrive in this role if you… 

• Enjoy analysing data and uncovering insights that shape meaningful decisions. 

• Have experience leading research programs or complex insights projects.  

• Bring hands-on experience leading Voice of Customer programs or similar customer‑listening frameworks. 

• Have a strong foundation in market research methods, with the ability to design and deliver robust, customer‑focused studies. 

• Understand brand performance and strategy, and can translate brand insights into practical recommendations that support growth and differentiation. 

• Communicate clearly and confidently, adapting your style for different audiences, including senior leaders. 

• Build strong relationships and can influence, consult, and collaborate with people across diverse teams. 

• Are highly organised and comfortable managing multiple projects, deadlines, and stakeholders. 

• Bring commercial thinking — connecting insights to performance outcomes like growth, experience, and retention. 

• Stay curious about new methods and technologies, including AI, and how they can improve insights work.