Customer Experience Insights Analyst

  • Sydney CBD, NSW, Australia
  • Permanent
  • Identify & deliver customer insights to stakeholders for icare Workers Comp!
  • Permanent, Full-time position, Sydney CBD
  • Hybrid working environment, salary from $116K + super

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. 

We insure over 329,000 NSW businesses and 202 NSW Government agencies. We protect around 90 per cent of public and private sector workers in NSW – that's approximately 3.2 million people. icare is a trusted risk advisor to the NSW Government, protecting over $266.6 billion of the state's most iconic assets, including the Sydney Opera House and the Sydney Harbour Bridge.

The opportunity:

Working closely with the portfolio leads within the insights generation team to identify and deliver

customer insights to stakeholders that are timely, actionable and that facilitate customer-centric

decision-making, and drive improvements in customer experience.

It’s an exciting time at icare where no two days are the same; as a Customer Experience Insights Analyst you will:

  • Identify, analyse and interpret trends, patterns and stories told through available operational and customer data to support the development of insights that can inform change
  • Work collaboratively with the business to surface customer insights from the VoC (Voice of the Customer) program that inform stakeholders on actions required to drive scheme performance and customer outcomes
  • Project manage and deliver new quantitative & qualitative customer research studies from understanding needs, to scoping requirements, through to data collection and reporting.
  • Partner with Customer Experience Designers to use HCD (Human Centred Design) methodologies team to support continuous improvement initiatives to deliver tangible customer outcomes
  • Develop and evolve working practices and tools, to drive continuous improvement and increase the value of insights to stakeholders.

Your story so far:

  • Passion for understanding customers and using that insight to help deliver better outcomes
  • Relevant tertiary education, or equivalent knowledge and skills acquired through extensive practical quantitative customer research experience
  • High level proficiency in Word, Excel and PowerPoint
  • Experience with usage of research data analysis packages e.g. Q, minitab
  • Strong experience in compiling and analyzing customer data and communicating to internal and external audiences
  • Experience with Customer Feedback Software e.g. Qualtrics
  • Research agency experience preferable

What we offer:

We know our strength comes from the diversity of our people and so we want people with different experiences and backgrounds to apply. We recognise the importance of balance and flexibility and understand that it’s not a one size fits all approach.

icare provides career opportunities and great employee benefits, including:  

  • Flexible working arrangements to help you balance work and life
  • A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
  • Comprehensive learning and development support 
  • Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
  • Access to our Employee Assistance Program
  • icare day – access to an extra day’s leave
  • 17.5% annual leave loading 

If you think you’re the right person for this role, please apply now. Don’t delay as we’re assessing applications as they are received.

icare recognise the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If there are any accessibility adjustments you need to help you be able to apply for this role, please contact us at:

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.

  • icare is the brand of Insurance & Care NSW
  • For more information about icare visit our website
  • icare operates a direct sourcing model so no agency introductions will be accepted
  • We are a 2022 Circle Back Initiative Employer – we commit to respond to every applicant
  • A talent pool may be created through this recruitment process. A talent pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles.

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icare acknowledges First Nations peoples as the Traditional Custodians of the land and acknowledges and pays respect to their Elders, past and present