Job Description

If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking.

For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we’ve been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

How you’ll make an impact

The Service Insights Analyst is expected to drive meaningful business outcomes by systematically gathering customer feedback, applying structured analysis to uncover trends, pain points, drivers of satisfaction, and translating insight into clear, actionable improvements. These insights are shared across the organisation to inform decision‑making, embed the customer perspective, and drive continuous improvement, while a closed‑loop process ensures negative customer experiences are addressed, tracked and resolved to prevent recurrence and strengthen customer trust, loyalty and build on our service promise.

In this role, you will:

• Review customer and adviser SAT data and verbatim feedback collected through post‑interaction surveys.
• Analyse feedback to identify key themes, insights, observations and provide recommendations.
• Monitor trends in customer satisfaction and dissatisfaction, highlighting emerging issues and drivers of experience.
• Working closely with team managers, coaches and key stakeholders to turn insights into actions
• Develop monthly Voice of the Customer (VOC) insight packs, clearly articulating findings, implications and recommended actions to key stakeholders.
• Construct and deliver structured PowerPoint presentations to leaders across Operations and the wider business.
• Develop and share customer stories using real experiences to reinforce insights, support change and embed a customer‑centric mindset across the organisation.
• Act as the go‑to VOC subject matter expert (SME), supporting leaders and team managers and ensuring customer insights are understood, adopted and drive meaningful action across the organisation
• Assist in the creation and ongoing management of a closed loop Voice-Of-Customer Process.
• Ensure negative customer experiences are identified, addressed and resolved.
• Track issues, actions and outcomes from VOC insight to prevent recurrence.
• Actively contribute to the optimisation and continuous improvement of the Voice of the Customer process, including data capture, analysis, reporting, engagement and closed‑loop practices, to maximise efficiency, insight quality business impact and customer outcomes

What you will bring to the team

Ideally, you will bring the following experiences to this role:

• Previous 2+ years’ experience working in a relevant professional role and working across a customer oriented service environment and/or financial service industry
• Experience in developing reports, insight packs or dashboards and presenting findings to stakeholders across the business, including operational leaders.
• Experience in collecting and analysing customer feedback across multiple channels such as surveys, verbatim comments, customer interactions, complaints, or digital feedback.
• Experience supporting or designing closed‑loop feedback processes, ensuring negative customer experiences are acknowledged, addressed and tracked.
• Prior experience working within an Operations function or business would be highly regarded
• Deep knowledge of own area of expertise and basic understanding and experience of wealth management and processes of financial planning
• Understanding of the regulatory and compliance regime for financial services

You’ll thrive here if…

If you can adapt from BAU to the ambiguous with ease, you’ll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you’ll be expected to jump in and deliver across a variety of areas. Meaning, you’ll be closer to the action and executive decisions that influence where we go next.

If you’re someone that can hold their own, you’ll find AMP quite liberating.

Why we think you’ll love working at AMP

Doing what we’ve always done is not an option, so your clever ideas will get airtime here. You’ll be encouraged to speak up and try new things. If they don’t work, we move on – better for it.

We know there’s no one way of doing things. So, you won’t have to sacrifice who you are or how you work to fit in here. We’re inclusive and flexible in many of the ways you’d expect. And in some of the ways you wouldn’t. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you’ll find moments to connect, feel valued and do meaningful work.

Whether it’s through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.

We believe in the power of inclusion and diversity

We’re dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers.

We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.

We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.

Ready to create your tomorrow?

If you’re someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.

Don’t procrastinate! We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

Looking forward to meeting you.