Manager, Customer Insights Performance

QBE Insurance; Sydney; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Hybrid Working

Life Leave

Gender-equal flexible leave for new-ps

Discounts on insurance products, car,:

Job summary

QBE Insurance Australia Pacific is seeking an experienced Manager, Customer Insights Performance to lead the Voice of Customer and customer performance agenda on a 12-month fixed-term contract across the Australia Pacific region.

Reporting to the Head of Strategy Development & Customer Insights, you will translate customer feedback, experience insights and performance metrics into actionable insight, influencing strategic decisions and driving continuous improvement across the organisation.

Qualifications

• Deep expertise in customer insights, Voice of Customer, customer experience or experience management.
• Ability to influence senior stakeholders and translate customer evidence into strategic and operational outcomes.
• Strong project and programme delivery capability, with experience leading cross-functional initiatives from design through to implementation and adoption.
• Excellent communication and storytelling skills, with experience developing executive-level presentations and recommendations.
• Strong stakeholder management skills and a collaborative approach to working across functions and business units.
• Significant experience within insurance, financial services or a comparable customer-led industry, with a strong understanding of customer performance and decision making.
• Proactive, growth-oriented mindset with a track record of impact through insight and continuous improvement.

Responsibilities

• Lead the evolution of QBE's customer listening, Voice of Customer and customer performance measurement capabilities, aligned to business priorities.
• Redesign, implement and manage external customer performance measurement programmes to deliver meaningful insights and drive outcomes.
• Partner with senior leaders to translate customer feedback and market trends into actionable strategic recommendations.
• Lead delivery of customer insight initiatives across Australia Pacific, including future Claims Voice of Customer ecosystem.
• Embed customer perspectives into strategic planning and transformation initiatives, balancing customer outcomes with commercial objectives.
• Design and deliver executive-ready narratives and performance frameworks to drive action and improvements.

Job description

Primary Details

Time Type: Full timeWorker Type: Employee

• Location: Sydney
• Type: 12 Months Fixed-term, full time
• Hybrid role, Happy to talk flexible working

The opportunity

This is an exceptional opportunity for an experienced customer insights professional to step into a mature and highly visible role on a 12 month Fixed-Term Contract, leading the Voice of Customer and customer performance agenda across QBE’s Australia Pacific business.

We are looking for a highly skilled Manager, Customer Insights Performance to join our team and help shape how customer listening, experience insights and performance measurement inform business decisions. This is a pivotal role for someone who thrives on turning customer evidence into meaningful action, ensuring the voice of the customer influences strategy, transformation and continuous improvement across the organisation.

About QBE

At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch.

We’re an international insurer with more than 13,000 people working across 26 countries – which means we’re big enough for your ambitions, yet small enough for you to make a real impact. It’s an exciting time. We’re building momentum towards our vision to become the most consistent and innovative risk partner.

What if you could have a positive impact – at work and in the world? As part of the QBE team, you’ll get to spend every day working with people who are passionate, talented and kind.

Your new role

Reporting to the Head of Strategy Development & Customer Insights, you will translate customer feedback, experience insights and performance measures into actionable insight, business decisions and measurable outcomes. You will combine customer insight expertise, strategic thinking and strong stakeholder influence to ensure customer perspectives are embedded within decision making across the organisation, while shaping the future of QBE's customer listening and performance capabilities.

Your responsibilities will include:

• Lead the evolution of QBE's customer listening, Voice of Customer and customer performance measurement capabilities, ensuring they remain aligned to business priorities and future customer needs.
• Lead the redesign, implementation and ongoing management of QBE's external customer performance measurement programme, ensuring it delivers meaningful insight, supports strategic decision making and drives measurable business outcomes.
• Partner with senior leaders to translate customer feedback, research, operational data and market trends into actionable insights and strategic recommendations that influence decision making across the organisation.
• Lead the delivery of key customer insight and Voice of Customer initiatives across Australia Pacific, including the design and implementation of QBE's future Claims Voice of Customer ecosystem in partnership with the Claims leadership team.
• Embed customer perspectives into strategic planning, transformation initiatives and operational decision making, ensuring customer outcomes are considered alongside commercial objectives.
• Design and deliver compelling narratives, performance frameworks and executive-ready materials that drive action, build organisational capability and improve customer outcomes.

About You

This role suits someone with deep expertise in customer insights, Voice of Customer, customer experience or experience management, and a passion for using customer evidence to influence business decisions and drive meaningful change. You'll be commercially minded, analytically rigorous and comfortable operating at both strategic and operational levels within a complex organisation.

You will bring:

• Strong capability in synthesising qualitative and quantitative information into clear, actionable insights and recommendations
• Demonstrated ability to influence senior stakeholders and translate customer evidence into strategic and operational outcomes
• Strong project and programme delivery capability, with experience leading cross-functional initiatives from design through to implementation and adoption
• Excellent communication and storytelling skills, with experience developing executive-level presentations and recommendations
• Strong stakeholder management skills and a collaborative approach to working across functions and business units.
• Significant experience within insurance, financial services or a comparable customer-led industry, with a strong understanding of customer performance, customer experience and organisational decision making
• A proactive, growth-oriented mindset, with a track record of driving impact through insight, influence and continuous improvement

Benefits

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

• ‘Hybrid Working’ – a mix of working from home and in the office to enhance your work/life balance
• Life Leave, supporting the life events we all experience, leaving your annual leave for rest
• 18 weeks’ gender-equal flexible leave for all new parents, including paid super
• A range of discounts on insurance products, car hire, hotels, goods and services

Rewards & Recognition

• 2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for our Respect@QBE program
• Platinum employer on the Australian Workplace Equality Index (AWEI) – the definitive national benchmark on LGBTQI+ workplace inclusion
• Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates

Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.

If we can provide support with access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at [e-mail]

Skills

• Analytical Thinking
• Complaint Management
• Critical Thinking
• Customer Insights
• Customer Service
• Customer Service Training
• Customer Strategy
• Customer Value Management
• Financial Products
• Intentional collaboration
• Managing performance
• Process Improvements
• Research Analysis
• Sourcing Analytics
• Strategic Management

Equal Employment Opportunity

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.