Customer Insights Manager

Are you energised by turning customer feedback into powerful insights that help shape decisions? 

In this role, you'll bring together multiple sources of customer intelligence to uncover what really matters, translate data into clear stories, and influence where we focus to deliver better experiences for our members. 

Key details 

• Role type: Full‑Time or Part-Time (minimum 4 days), 12‑month fixed-term

• Location: Flexible, East Coast hours with hybrid working  

• Team: Excellence Hub – Customer Insight & Experience Design 

• Leader: Customer Insights Lead 

How you’ll make a difference 

This role has real impact. As our Customer Insights & Performance Manager, you’ll ensure the voice of the customer is at the centre of how we plan, prioritise, and make decisions. 

You’ll shape our customer experience measurement framework, translate evidence into actionable recommendations, and help leaders understand where change will have the biggest effect. 

You’ll be joining a highly collaborative and engaged team that values curiosity, clarity and connection—working across Hubs and Squads to make customer insights meaningful and influential. 

What you’ll be doing 

• Bringing together customer feedback from multiple sources—frontline data and insights, operational metrics, and behavioural trends—to form a holistic picture of customer experience. 

• Owning and evolving key measurement frameworks, including NPS‑based metrics (jNPS, cNPS, rNPS) and journey‑level performance. 

• Translating complex information into simple, compelling insight narratives for diverse audiences, including senior leaders and cross‑functional teams. 

• Partnering with Hubs, Squads and CX Design to ensure customer evidence informs prioritisation, planning, and governance. 

• Identifying key customer problems, opportunity areas, and experience drivers through frameworks, dashboards, and recurring reporting cycles. 

• Facilitating workshops and working sessions to help teams align on customer issues, agree actions and embed insight‑led thinking. 

• Supporting the organisation to build capability in understanding and using customer intelligence in everyday decision‑making. 

• Owning customer performance and target setting processes & sharing in key Hub/Squad and exec rhythms. 

• Continuously improving how we measure, report, and act on customer experience performance across Medibank. 

• Mentor and guide the Senior commercial performance analyst on capacity planning and customer data exploration projects.  

You might already have the skills for this role if you… 

• Enjoy interpreting data and turning complex findings into clear stories that inspire action. 

• Are comfortable analysing and interpreting trends, correlations, and drivers within large datasets. 

• Communicate with impact—able to adjust your style for different audiences, from analysts to executives. 

• Thrive in collaborative, cross‑functional environments and build strong relationships across teams. 

• Bring a human‑centred mindset and are curious about what our customers think, feel and need. 

• Are adaptable, proactive and comfortable navigating ambiguity. 

• Are an expert in Excel and MS Office suite (experience with tools like Tableau and SQL are a bonus but not essential).