Customer Insights Analyst

Pepper; Australia; Hybrid; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Hybrid working model

Health benefits

Professional development

Job summary

Pepper Money is seeking a Customer Insights Analyst to turn customer feedback and data into actionable insights that inform decisions across the organization. You will support the Voice of Customer program, coordinate surveys and develop clear reporting that highlights customer needs and trends.

You will build dashboards for NPS, CSAT, and sentiment, create actionable recommendations, and collaborate with Marketing, Product, Technology, Data and Sales to drive improvements in products and

Qualifications

• Build on relevant experience gained through one to three years in customer research, Voice of Customer, customer experience or a similar analytical role.
• Apply strong analytical skills to interpret data, identify patterns and explain findings clearly.
• Use Excel confidently for reporting, analysis and data-quality checking.
• Work with research platforms such as Qualtrics, Q, Displayr, SPSS or R, or bring a willingness to develop these skills.
• Present insights clearly through reports, presentations, dashboards and data visualisation.
• Manage competing priorities while maintaining accuracy and meeting agreed deadlines.
• Collaborate effectively with stakeholders across technical, customer-facing and corporate teams.
• Bring relevant qualifications in Marketing, Communications, Business or a related field.
• Stand out through experience in financial services or another regulated industry, survey reporting, dashboard development, Power BI, Tableau or CRM platforms such as Microsoft Dynamics 365

Responsibilities

• Coordinate customer research by supporting the delivery of our NPS survey program, including survey schedules, audience mapping and customer communications.
• Turn feedback into insights by identifying customer patterns, pain points and opportunities that require further investigation or action.
• Build meaningful reporting by maintaining dashboards and measures across NPS, CSAT, customer effort and sentiment.
• Create clear recommendations by preparing reports, presentations and analysis that help stakeholders understand what the findings mean.
• Track customer outcomes by monitoring agreed insight themes, actions and business responses.
• Explore market trends by supporting analysis of customer segments, competitor activity and broader consumer behaviour.
• Support business decisions by contributing data and insights to customer experience initiatives, business cases and product or service improvements.
• Partner across Pepper Money by working with Marketing, Product, Technology, Data, Sales and customer-facing teams.

Skills

Analytical skills

Excel proficiency

Stakeholder communication

Presentation skills

Collaboration

Time management

Research experience

Voice of Customer

Education

Marketing/Communications/Business degree

Tools

Qualtrics

Q

Displayr

SPSS

R

Power BI

Tableau

Microsoft Dynamics 365

Job description

At Pepper Money, we've spent more than 26 years helping people achieve their goals. Today, we're Australia and New Zealand's largest non-bank lender, supporting more than 656,000 customers with a range of lending solutions. While we're proud of our growth and success, it's our people, partnerships and willingness to do things differently that continue to drive us forward.

The Role

As our Customer Insights Analyst, you’ll help turn customer feedback, research and data into practical insights that shape decisions across Pepper Money. Working alongside the Research Lead, you’ll support our Voice of Customer program, coordinate customer surveys and develop clear reporting that highlights customer needs, emerging trends and opportunities to improve our products, services and experiences.

• Coordinate customer research by supporting the delivery of our NPS survey program, including survey schedules, audience mapping and customer communications.
• Turn feedback into insights by identifying customer patterns, pain points and opportunities that require further investigation or action.
• Build meaningful reporting by maintaining dashboards and measures across NPS, CSAT, customer effort and sentiment.
• Create clear recommendations by preparing reports, presentations and analysis that help stakeholders understand what the findings mean.
• Track customer outcomes by monitoring agreed insight themes, actions and business responses.
• Explore market trends by supporting analysis of customer segments, competitor activity and broader consumer behaviour.
• Support business decisions by contributing data and insights to customer experience initiatives, business cases and product or service improvements.
• Partner across Pepper Money by working with Marketing, Product, Technology, Data, Sales and customer-facing teams.

About you

You’re naturally curious and enjoy finding the story behind customer feedback and data. You can work with different sources of information, spot meaningful patterns and communicate your findings in a way that is clear and useful. You’ll bring strong attention to detail, an organised approach and the confidence to work with stakeholders across the business.

• Build on relevant experience gained through one to three years in customer research, Voice of Customer, customer experience or a similar analytical role.
• Apply strong analytical skills to interpret data, identify patterns and explain findings clearly.
• Use Excel confidently for reporting, analysis and data-quality checking.
• Work with research platforms such as Qualtrics, Q, Displayr, SPSS or R, or bring a willingness to develop these skills.
• Present insights clearly through reports, presentations, dashboards and data visualisation.
• Manage competing priorities while maintaining accuracy and meeting agreed deadlines.
• Collaborate effectively with stakeholders across technical, customer-facing and corporate teams.
• Bring relevant qualifications in Marketing, Communications, Business or a related field.
• Stand out through experience in financial services or another regulated industry, survey reporting, dashboard development, Power BI, Tableau or CRM platforms such as Microsoft Dynamics 365

Our values guide how we work, make decisions and support each other.

Can Do:

We look for better ways of doing things and work together to deliver great outcomes.

Balanced:

We set our customers up for success, crafting win-win outcomes that are both human and profitable.

Real:

We keep it honest and respect everyone, building genuine connections.

We know that great work happens when people feel supported. That's why we offer benefits that help you grow your career, recognise your contribution and support your wellbeing, whatever stage of life you're in. Here’s a snapshot of what you’ll find at Pepper:

• Development: a full suite of development opportunities and a great team to learn from
• Recognition: Celebrate efforts with our Spice Reward and Recognition Program and diversity through our DE&I initiatives
• Flexibility: Embrace our hybrid working model, flexible parental leave policies and purchased leave options
• Health and Wealth: Free gym membership, discounted health insurance policies, novated leasing and staff loan rates to manage your mind, body and wallet!
• Referral Bonus: Earn $2000 for referring great people.

If this role sounds like it’s for you and you have experience in tackling some of the day-to-day tasks, we want to hear from you.

At Pepper, we're proud of the inclusive and diverse workplace we've built over the past 26 years. Creating a culture where people feel respected, supported and able to be themselves is part of who we are. It's reflected in our values, our people practices, and the way we work together every day.