Claims Insights & Process Improvement Analyst

TAL Services Limited; Sydney; On-site; AUD 90,000 - 110,000; Full time

Job summary

TAL Services Limited is seeking a Complaints Analyst to help us understand customer experiences across the claims journey and drive improvements with care and confidence. You will conduct root cause analyses of claims complaints, identify drivers and systemic issues, and prepare insights for leaders and governance forums to support informed decisions.

Experience in life insurance claims and complaints management is highly regarded, with strong stakeholder collaboration and independent,

Qualifications

• Experience in life insurance claims or regulated claims environments.
• Ability to review claim files to identify drivers and improvements.
• Experience with root cause analysis and turning findings into actions.
• Ability to spot trends and systemic issues from data and qualitative info.
• Strong analytical and problem-solving skills with customer-to-business insight ties.
• Excellent stakeholder management and ability to influence outcomes.
• Ability to work independently and manage competing priorities in a fast-paced setting.

Responsibilities

• Conduct root cause analysis of claims complaints through files, interactions, records and processes.
• Identify complaint drivers, risks, recurring themes and systemic issues.
• Analyse complaints data to find opportunities to improve handling and experience.
• Prepare reporting and recommendations for leaders and governance forums.
• Partner with Claims, QA, Risk, CX and IR stakeholders to drive improvements.
• Support initiatives to reduce complaint volumes and improve outcomes across the journey.
• Monitor trends and ensure timely escalation and resolution of issues.

Skills

Life insurance claims experience

Claims quality assurance

Complaints management

Regulated environment experience

Analytical/problem solving

Stakeholder management

Job description

TAL Services Limited is seeking a Complaints Analyst to help us understand customer experiences across the claims journey and drive improvements with care and confidence. You will conduct root cause analyses of claims complaints, identify drivers and systemic issues, and prepare insights for leaders and governance forums to support informed decisions.

Experience in life insurance claims and complaints management is highly regarded, with strong stakeholder collaboration and independent,