Director, Insights and Analytics

Why Optus?  

We are a business fuelled by optimism, unwavering customer focus and a team of amazing people.  

And that’s where we come in…. “the amazing people” part!  

We don’t sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit. 

The Director of Analytics and Insights plays a pivotal leadership role in redefining customer experience across the enterprise by driving the Voice of the Customer (VOC) program and analytics initiatives. This role focuses on delivering in-depth insights into customer problems, guiding initiatives to address these issues, and achieving key outcomes like improving Net Promoter Score (NPS), reducing churn, contacts, and complaints. The Director coordinates the VOC program from insights to action, collaborates with business partners, and manages the VOC analytics and AI product roadmap. 

The role involves partnering with senior leadership teams across various divisions, including channels, products, digital teams, networks, and the data office, to translate VOC insights into actionable solutions, and influence product and channel roadmaps. Director drives strong people leadership through coaching, mentoring, and embedding analytics processes and standards.

Your day to day will consist of... 

• Develop and drive the Voice of the Customer (VOC) strategy to improve customer experience and key outcomes like NPS uplift, reduced churn, contacts, and complaints. 

• Lead VOC as a program, including governance (SteerCos, BRP, BPR) and drive the adoption of initiatives based on VOC insights across Optus. 

• Develop and own the VOC analytics and insights roadmap, aligned with Optus strategy and AOP objectives, collaborating with channels and product teams. 

• Influence Optus Annual Planning Process (AOP) and prioritise AI/ML roadmaps to ensure they underpin VOC goals and drive effective customer solutions. 

• Handle VOC workflows, budgets, and critical metrics while measuring the success of initiatives and generating insights to course-correct as needed. 

What makes you perfect for the role? 

• Tertiary and postgraduate qualifications in STEM or business disciplines.
• Over 10 years of analytics experience and 5+ years of leadership, managing large analytics teams and prioritizing workflows for teams exceeding 20 FTEs.
• Proven expertise in driving organizational change and benefits within complex environments through transformational analytics programs, with a focus on Agile practices.
• Strong leadership in generating insights and use of advanced analytics, with technical skills in SQL.
• Exceptional communication, stakeholder management, and the ability to influence senior leadership (ExCo/SLT) and drive action on the back of insights in alignment to business strategy.
• Experience in analytics strategy development.
• Expertise in team mentoring, and fostering collaboration across multidisciplinary teams.

Optus is a place where we let you do you. We offer a range of benefits including: 

• 3 days in the office, 2 days remote – with flexible hours to suit! 

• Inclusive paid parental leave, up to 14 weeks for the primary care giver 

• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’ 

• Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University) 

• Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network 

• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office 

• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon! 

Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn!  

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au along with your preferred method of contact and we will be in touch. 

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity. 

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