National Manager, Analysis, Insights & Reporting

Looking for a role where you can truly make your mark? This is your opportunity to step into a newly created position and shape its future. We’re searching for a leader who can inspire a team, think strategically, and transform how data drives decision-making and change.

As the driving force behind our Customer Relations Data Analysis, Insights and Reporting team, and as a key member of the Customer Relations Leadership Team, you’ll lead with purpose, bringing innovative ideas and big-picture thinking to the table. This role offers a rare chance to build, influence, and elevate how data is used to uncover potential issues and trends, improve customer experiences, and enable smarter decisions across the organisation.

In this newly created role, you’ll lead and mentor a dedicated team, taking them on a transformative journey to redefine how complaints data is analysed and used. Your strategic vision will drive enhancements to processes, incorporating cutting-edge technologies, and maximising the value of data as a key organisational asset. Additionally, you’ll have the chance to collaborate at the highest levels, influencing decisions and shaping outcomes in partnership with senior stakeholders, business units, and boards.

This is a permanent role open to candidates based in Gadigal Country (Darling Park 2, Sydney), Naarm (Melbourne)⁠ and Meanjin (Brisbane)⁠.

About you
You’re an inspiring leader with a strong analytical mindset, a passion for customer experience, and a proven ability to engage stakeholders and lead teams. Your expertise in driving change and creating high-quality, actionable insights will be critical to success in this role.
You have proven leadership experience, ideally within the financial services sector and understand AFCA or similar regulators.
You bring at least five years of experience in analytical roles, where you’ve used data to provide actionable recommendations to businesses.
You excel at interpreting complex numerical data and presenting clear, meaningful insights to varied audiences, including senior stakeholders and boards.
You have exceptional stakeholder engagement skills, with the ability to foster collaboration, influence effectively, and build strong working relationships.
You are a passionate advocate for delivering an outstanding customer experience and driving positive change.
You possess advanced Microsoft Excel skills, and experience with R, Python, SQL, or similar coding languages is an added advantage.
You are highly analytical with excellent written and verbal communication skills.
You have expert knowledge of both internal and external dispute resolution processes and a solid understanding of the regulatory complaints landscape.

Applications close 24 April 2025 at 23:5+pm AEST.

Joining IAG, you’ll have access to a raft of benefits from across the group:
Boosted superannuation with 13% as standard
Up to 50% off personal insurance, including home and motor insurance
5 myLeave days per year on top of annual leave
Work from home and many more flexibility options with myFlex
Industry-leading 20 weeks paid parental leave, available from the day you start, for both primary and secondary carers
Dedicated career growth programs, including the award-winning IAG Academy
Compassionate leave
Inclusive leave such as public holiday swap and gender affirmation leave
Discounts on every day and special occasion items
A certified Family Inclusive WorkplaceTM
Great employee network communities

ABOUT US

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.

We’re ready for you. Apply today.

Learn more about who IAG is here.