At a Glance
- Tasks: Lead customer insights and reporting to enhance experiences and reduce complaints.
- Company: Join BOQ Group, a unique challenger in Australian financial services.
- Benefits: Competitive salary, career growth, and a culture of continuous improvement.
- Other info: Dynamic role with opportunities to influence senior leaders and drive change.
- Why this job: Make a real impact by turning data into actionable insights for better customer outcomes.
- Qualifications: Strong analytical skills and experience in customer relations or service environments.
The predicted salary is between 60000 - 68231 £ per year.
About The Role As the
Manager, Customer Relations Data & Insights , you will lead the delivery of customer complaints and customer relations insights that drive data-informed decision-making across the organisation.
Reporting on customer trends, complaints performance, regulatory obligations and customer experience outcomes, you will play a critical role in helping the business better understand its customers and identify opportunities to improve processes, enhance experiences and reduce avoidable complaints.
You will lead a team responsible for developing robust reporting, delivering actionable insights, and supporting strategic initiatives that influence customer outcomes.
Working closely with Customer Relations, Contact Centre, Distribution, Remediation and key external partners, you will translate complex data into meaningful stories that support senior leaders, executive committees and board-level decision‑making.
Key Responsibilities Include Leading the delivery of customer relations and complaints reporting, insights and dashboards.
Providing analysis and recommendations that drive customer‑centric decision‑making and process improvement.
Identifying complaint trends, root causes and emerging risks, and translating findings into actionable business outcomes.
Supporting customer experience initiatives, forecasting activities and operational efficiency programs.
Partnering with internal stakeholders and external providers to deliver meaningful customer insights.
Facilitating workshops and presenting insights to senior leaders and key stakeholders.
Acting as a subject‑matter expert on complaints reporting, systems, processes and regulatory requirements.
Overseeing the delivery of regulatory complaints reporting and ensuring compliance with RG271 obligations.
Championing a customer‑first approach and fostering a culture of continuous improvement.
About You You are a highly analytical and commercially minded leader with a passion for turning customer data into meaningful insights that improve business performance and customer outcomes.
You enjoy solving complex problems, influencing stakeholders and leading teams to deliver high‑quality outcomes in a fast‑paced environment.
You Will Bring Experience developing and delivering executive‑level reporting, insights and recommendations.
Strong research, analytical and problem‑solving capabilities, with the ability to identify trends and root causes.
Experience managing projects and cross-functional initiatives from concept through to delivery.
Strong stakeholder management skills and the ability to build effective relationships across all levels of an organisation.
Excellent communication and presentation skills, including the ability to facilitate workshops and influence decision‑makers.
Knowledge of customer complaints frameworks and regulatory requirements, including RG271 (highly regarded).
Experience working in customer‑facing environments such as Customer Relations, Customer Service or Contact Centres (highly regarded).
Proficiency in Microsoft Office applications, Power Platform and Dynamics.
Strong organisational and time management skills, with the ability to manage competing priorities and deliver to deadlines.
About Us BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.
Our family of brands (
StudySmarter Expert Advice🤫
We think this is how you could land Manager Customer Relations Data & Insights
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like BOQ Group. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Manager Customer Relations Data & Insights
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to BOQ Group.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on BOQ Group's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at BOQ Group
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with BOQ Group.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at BOQ Group will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former BOQ Group employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
