Head of Customer Analytics & Insights

BOQ Group; Sydney; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Flexible working arrangement

Salary sacrificing options

Paid parental leave

Additional annual leave

Discounted private health insurance

Employee Assistance Program

Employee network groups

Pride in Diversity membership

Job summary

BOQ Group is seeking a strategic Head of Customer Analytics & Insights to lead the customer intelligence function, combining data products, analytics, AI and research into a single capability.

This role drives revenue growth, retention and customer experience by turning insights into action, partnering with product, marketing, distribution and risk to maximise business impact while ensuring ethical and responsible AI use.

Qualifications

• Experience leading customer analytics, insights, data science, AI or customer intelligence functions within complex environments.
• Track record of translating data and insight into measurable commercial outcomes.

Responsibilities

• Lead the customer intelligence capability, bringing together data products, analytics, AI and research into a single function.
• Drive revenue growth, retention, customer experience and business performance through evidence-based decisions.
• Collaborate with product, marketing, distribution, service, strategy and risk leaders to maximise impact.
• Champion responsible and ethical use of analytics and AI across the organisation.

Skills

Customer analytics

Leadership

Data science

AI / ML

Job description

Customer expectations continue to evolve, and organisations that can better understand their customers and act on that understanding at speed will create a sustainable competitive advantage.

As Head of Customer Analytics & Insights, you will lead BOQ's customer intelligence capability, bringing together customer data products, analytics, AI and machine learning, customer engagement analytics, and research and insights into a single, cohesive function.

This is a highly strategic and commercially focused leadership role. Success will be measured by the impact customer intelligence has on revenue growth, retention, customer experience and business performance. You will ensure customer evidence informs the decisions that matter most, helping leaders across the organisation make smarter, faster and more customer-centric choices.

Leading multidisciplinary teams and partnering closely with product, marketing, distribution, service, strategy and risk leaders, you will continue to evolve BOQ's customer intelligence capability and maximise its influence across the enterprise. You will drive greater accountability for customer outcomes, strengthen the connection between insight and decision-making, and ensure customer analytics, research and AI investments translate into tangible business value.

You will also play a key role in advancing the organisation's use of analytics, AI and customer intelligence, ensuring these capabilities are applied responsibly, ethically and in ways that create meaningful outcomes for customers and the business.

About you

We're seeking a commercially minded and influential leader who understands how to turn customer understanding into action and business performance.

You will bring experience leading customer analytics, insights, data science, AI or customer intelligence functions within complex environments, together with a track record of translating data and insight into measurable commercial outcomes.

Experience operating within highly regulated environments and balancing commercial outcomes with conduct, privacy and responsible AI considerations will be highly valued.

Most importantly, you will be a leader who combines curiosity, commercial acumen and sound judgement with the ability to inspire high-performing teams. You will challenge thinking constructively, communicate complex ideas simply and help create a culture where insight consistently translates into action.

About us

BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.

Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That's creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.

BOQ Group's inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.

At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth.

Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:

Flexible working arrangement - Balance your work and personal life with ease.

Discounted financial products - Enjoy exclusive rates on our financial services across the Group.

Salary sacrificing options - Maximise your take-home pay with our salary packaging options.

Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.

Purchase additional annual leave - Need more time off? You can buy extra leave days.

Discounted private health insurance plan - Take care of your health with our special rates.

Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family

Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.

Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.

We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community!

BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.

If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.