Advanced Analytics Senior Analyst - Customer Excellence

• Transform complex complaints data using SQL and Python
• Uncover emerging trends using advanced analytics and AI
• Deliver trusted insights and influence better customer outcomes

See Yourself in our Team

Customer complaints are more than individual pieces of feedback. Looked at collectively, they can reveal where products, processes and customer experiences are not working as intended, and where emerging issues may require attention. Our Complaints Analytics team brings together data from across the organisation to uncover those patterns and turn them into meaningful insights for decision-makers. The team works with large volumes of complaints data and is increasingly using LLM-enabled analytics alongside established analytical techniques to identify themes, root causes and signals that would be difficult to uncover manually. The team's work also supports important regulatory and governance reporting, including AFCA and ASIC reporting and insights used in Board and Non-Financial Risk Committee papers. Accuracy, completeness and the ability to reconcile complex data are therefore just as important as curiosity and innovation.

Your Impact & Contribution

We have a unique opportunity for a Senior Analyst, Advanced Analytics who enjoys getting hands-on with complex data, asking the right questions and translating analysis into insights that help the business understand what is happening, why it matters and where action may be required. You'll work across the analytical lifecycle, from sourcing and wrangling data through to investigating patterns, developing insights and communicating your findings through reporting and visualisation. In achieving this, you may expect to:

• Use advanced SQL and Python to source, prepare, reconcile and analyse large and complex datasets.
• Investigate complaints data to identify emerging themes, root causes, recurring issues and meaningful changes in customer experience.
• Apply LLM-enabled analytical techniques to help summarise large volumes of unstructured complaints data and identify underlying themes more efficiently.
• Think carefully about how data is prepared and structured for LLM consumption, balancing analytical value with efficient use of the technology.
• Take a proactive, investigative approach to analytics, looking beneath headline numbers to understand what the data may be signalling before an issue becomes more widespread.
• Build and maintain high-quality reporting and visualisations using Tableau and/or Power BI for senior business stakeholders.
• Support regulatory and governance reporting, where accuracy, timeliness, reconciliation and confidence in the underlying data are essential.
• Translate complex analytical findings into clear, commercially meaningful insights that enable senior stakeholders to understand issues and make informed decisions.
• Work collaboratively with stakeholders across the business to understand whether actions are improving outcomes and where further investigation may be needed.

Your Skills and Experience

Success in this role will require someone who combines strong technical capability with genuine curiosity about what the data is telling them. As such, capabilities required will include, though not limited to:

• Strong SQL capability, with experience querying, manipulating and analysing large and complex datasets.
• Hands-on Python skills for data preparation, wrangling and advanced analysis.
• Experience working with Tableau and/or Power BI, with the ability to take reporting from underlying data through to a polished, stakeholder-ready output.
• Strong analytical and problem-solving skills, with the curiosity to investigate patterns rather than simply report numbers.
• An ability to work with messy or unstructured data and turn it into a form that can be meaningfully analysed.
• Experience translating complex data into clear insights for business stakeholders.
• A strong attention to detail, particularly where reporting requires reconciliation, governance or regulatory accuracy.
• Good communication and stakeholder-management skills, with the confidence to explain what the data means and why it matters.

Highly regarded:

• Experience using LLMs, generative AI or NLP techniques to analyse unstructured text or large-scale datasets.
• Exposure to API-based LLM solutions or similar emerging analytical technologies.
• Experience working with customer, complaints, product, regulatory or operational datasets.

What’s in it for You?

This is an opportunity to work with rich, complex customer data and use advanced analytics to solve problems that genuinely matter. You’ll have the opportunity to:

• Work with large-scale data and emerging technologies, including LLM-enabled analytics, to uncover patterns and insights that may otherwise remain hidden.
• Build your technical capability across SQL, Python, advanced analytics and data visualisation while learning from an experienced and supportive team.
• See your analysis translate into real action, helping senior stakeholders understand emerging customer issues and identify opportunities to improve products, processes and experiences.
• Work on high-visibility analytics where the quality of your thinking, not simply the production of reporting, can make a meaningful difference.

Working With Us

At CommBank, we're committed to creating an accessible, inclusive and respectful workplace. If you require support or adjustments, please let us know. We welcome applications from people of all backgrounds, and we're particularly committed to making a positive difference for Aboriginal and/or Torres Strait Islander Peoples. For support, please contact 1800 989 696.

If this opportunity excites you, we’d love to hear from you. Apply now and help shape smarter ways to protect our customers and communities.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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