Customer Insights Analyst

Dulux Group; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Private health cover

Discounts on DuluxGroup products

Fitness Passport

Parental leave 20 weeks

Learning & development

Wellbeing & EAP

Job summary

DuluxGroup in Melbourne is seeking a Customer Insights Analyst to turn customer and service data into actionable insights that shape platform use and service performance.

You will uncover trends across channels, define meaningful measures and collaborate with Technology, Data and Operations to drive improvements and informed decision-making. The role offers market-leading learning pathways, flexible work options and wellbeing programs.

Qualifications

• Proven experience analysing customer interactions and service performance.
• Ability to translate data into actionable insights for business decisions.
• Strong communication to influence stakeholders.

Responsibilities

• Turn customer and operational data into insights that improve outcomes.
• Define dashboards and reporting requirements using Power BI and Excel.
• Collaborate with multiple teams to drive improvements in service and training.

Skills

Data analysis

Stakeholder engagement

Dashboarding

Tools

Power BI

Excel

Speech analytics

Sentiment analysis

Voice of Customer

Job description

DuluxGroup is a leading marketer and manufacturer of premium brands that help people create better spaces to live and work. With a heritage of over 100 years, we’re home to trusted names like Dulux, Selleys, Yates, Cabot’s, and B&D, delivering products across paints, coatings, adhesives, garden care, and home improvement. As part of Nippon Paint Holdings, we combine global scale with strong local roots, driven by innovation, sustainability, and a commitment to our customers.

Our Group Functions cover Supply Chain, Sales Capability, Finance, People & Culture, IT & Digital, and Legal are an integral part of our Business Units that enable growth and operational excellence. They provide the insights, technology, and expertise that keep our businesses agile and future ready. Joining DuluxGroup means contributing to iconic brands, working in a collaborative culture, and enjoying opportunities for career growth and flexibility.

What You’ll Be Doing:

Join DuluxGroup’s Group Customer Experience team and turn customer, operational and service data into actionable insights that improve customer outcomes, service performance and business decision-making. As our Customer Insights Analyst, you will uncover customer trends, contact drivers, quality opportunities and emerging risks across multiple channels, helping DuluxGroup realise the value of its investment in AI-enabled contact-centre technology, automation and enhanced reporting. Working collaboratively across DuluxGroup, you will translate complex information into practical recommendations that improve platform use, operations, knowledge and training.

Up to $1,000 net annually to cover private health extras gap costs

Exclusive discounts on DuluxGroup products and partner offers

Stay active anytime, anywhere through our partnership with Fitness Passport

20 weeks paid parental leave (primary carers) and 2 weeks partner leave from day one

Market leading learning, development and career pathways

Access to our Wellbeing Hub and full EAP support

What We’re Looking for:

Strong experience analysing customer interactions, service performance and operational data to identify trends, contact drivers, recurring pain points and improvement opportunities.

An understanding of contact-centre operations and AI-enabled customer engagement platforms, including how insight can improve service delivery, quality, knowledge, training, automation and channel performance.

Experience defining meaningful performance measures, dashboards and reporting requirements, ideally using tools and capabilities such as Power BI, Excel, speech analytics, sentiment analysis or Voice of Customer programs.

The ability to translate complex data into clear, commercially relevant recommendations that support operational improvements and informed decision-making.

Highly developed stakeholder engagement and influencing skills, with the adaptability to build trusted relationships across multiple DuluxGroup SBUs, customer service operations, Technology, Data, project teams and business leadership groups.

Why Join Us?

Progressing your career with the DuluxGroup means being part of a network of over 8000 employees globally who believe in our purpose to ‘Imagine a Better Place’

With origins dating back to 1918, we are a leading marketer and manufacturer of iconic brands such as Dulux, Selleys, Cabots, Yates and B&D to name a few.

By joining us, you will be a part of a long-term strategy to deliver profitable growth through brand leadership, innovation and customer intimacy. We are committed to internal mobility and growth while fostering an inclusive culture with flexible work options.