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About the Role
As our Customer Insights Analyst, you’ll help turn customer feedback, research and data into practical insights that shape decisions across Pepper Money. Working alongside the Research Lead, you’ll support our Voice of Customer program, coordinate customer surveys and develop clear reporting that highlights customer needs, emerging trends and opportunities to improve our products, services and experiences.
Responsibilities
- Coordinate customer research by supporting the delivery of our NPS survey program, including survey schedules, audience mapping and customer communications.
- Turn feedback into insights by identifying customer patterns, pain points and opportunities that require further investigation or action.
- Build meaningful reporting by maintaining dashboards and measures across NPS, CSAT, customer effort and sentiment.
- Create clear recommendations by preparing reports, presentations and analysis that help stakeholders understand what the findings mean.
- Track customer outcomes by monitoring agreed insight themes, actions and business responses.
- Explore market trends by supporting analysis of customer segments, competitor activity and broader consumer behaviour.
- Support business decisions by contributing data and insights to customer experience initiatives, business cases and product or service improvements.
- Partner across Pepper Money by working with Marketing, Product, Technology, Data, Sales and customer-facing teams.
Requirements
- Build on relevant experience gained through one to three years in customer research, Voice of Customer, customer experience or a similar analytical role.
- Apply strong analytical skills to interpret data, identify patterns and explain findings clearly.
- Use Excel confidently for reporting, analysis and data-quality checking.
- Work with research platforms such as Qualtrics, Q, Displayr, SPSS or R, or bring a willingness to develop these skills.
- Present insights clearly through reports, presentations, dashboards and data visualisation.
- Manage competing priorities while maintaining accuracy and meeting agreed deadlines.
- Collaborate effectively with stakeholders across technical, customer-facing and corporate teams.
- Bring relevant qualifications in Marketing, Communications, Business or a related field.
- Stand out through experience in financial services or another regulated industry, survey reporting, dashboard development, Power BI, Tableau or CRM platforms such as Microsoft Dynamics 365.
Skills
- Customer research
- Voice of Customer
- Customer experience
- Analytical skills
- Excel
- Qualtrics
- Q
- Displayr
- SPSS
- R
- Reporting
- Presentations
- Dashboards
- Data visualisation
- Financial services
- Survey reporting
- Dashboard development
- Power BI
- Tableau
- Microsoft Dynamics 365
Location
- Hybrid
Work Type
- Hybrid
Experience Level
- 1-3 years
Education Level
- Marketing
- Communications
- Business
- Related field
Benefits
- Development opportunities
- Spice Reward and Recognition Program
- DE&I initiatives
- Hybrid working model
- Flexible parental leave policies
- Purchased leave options
- Free gym membership
- Discounted health insurance policies
- Novated leasing
- Staff loan rates
- Referral Bonus ($2000)
About the Company
- At Pepper Money, we've spent more than 26 years helping people achieve their goals.
- Today, we're Australia and New Zealand's largest non-bank lender, supporting more than 656,000 customers with a range of lending solutions.
- While we're proud of our growth and success, it's our people, partnerships and willingness to do things differently that continue to drive us forward.
- Our values guide how we work, make decisions and support each other.
- Can Do: We look for better ways of doing things and work together to deliver great outcomes.
- Balanced: We set our customers up for success, crafting win-win outcomes that are both human and profitable.
- Real: We keep it honest and respect everyone, building genuine connections.
- At Pepper, we're proud of the inclusive and diverse workplace we've built over the past 26 years.
- Creating a culture where people feel respected, supported and able to be themselves is part of who we are.
- It's reflected in our values, our people practices, and the way we work together every day.