Customer Insights Analyst

SmartRecruiters, Inc.; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Private health extras gap cover

Exclusive product discounts

Fitness Passport access

20 weeks parental leave (primary) + 2]

Job summary

DuluxGroup is a leading marketer and manufacturer of premium brands with a century-long heritage, home to Dulux, Selleys, Yates, Cabot’s and B&D. As part of Nippon Paint Holdings, we combine global scale with strong local roots to deliver customer-centric insights.

Join our Group Customer Experience team as a Customer Insights Analyst to turn customer and service data into actionable insights, drive better outcomes, and influence decisions across businesses using AI-enabled contact-centre

Qualifications

• Strong experience analysing customer interactions and service data to identify trends.
• Understanding of contact-centre operations and AI-enabled engagement platforms.
• Experience defining dashboards and reporting requirements using Power BI and Excel.
• Ability to translate data into commercially actionable recommendations.
• Strong stakeholder engagement and influencing skills across multiple teams.

Responsibilities

• Turn customer and operational data into actionable insights.
• Identify customer trends, contact drivers and risks across channels.
• Translate complex data into practical recommendations for improvements.
• Collaborate across the group to enhance platforms, operations and training.

Skills

Customer data analysis

Stakeholder engagement

Power BI

Excel

Speech analytics

Voice of Customer

Dashboards

Tools

Power BI

Excel

Speech analytics

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.