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Customer Insights Research Manager


Be a part of the Business Banking Experience team within the Product and Technology division as a Customer Insights Research Manager. You will join a team dedicated to driving exceptional customer and employee experience across our business.

This role is a great opportunity for someone who is passionate about engaging with customers, intermediaries and staff, listening to their feedback and communicating it across the business. You will be responsible for conducting and analysing primary research; both quantitative (NPS, surveys) and qualitative (interviews, testing) feedback and making recommendations for improvements. You will utilise Design Thinking and Human Centred Design techniques, such as customer research and analysis, to understand the customer and their journey, pain points and opportunities to improve the experience of customers and staff in Business Banking.

You will have a good understanding of different research methodologies and be able to effectively design and conduct qualitative (in-depth interviews, focus groups, concept testing) and quantitative research (NPS and satisfaction surveys) independently.

You will advise on research approaches and help business stakeholders make sense of findings to apply insights to drive action. An important part of your role will be identifying insights and trends across multiple pieces of work to generate novel insights and perspectives.

The ideal candidate for this role will have a strategic mindset, strong problem-solving skills, a passion for dealing with people and to act as a change agent.

In this high-profile role, you will be working closely with business stakeholders, customers, intermediary partners and technology teams on the implementation of various customer journey initiatives across Business Banking. In return for your dedication to the role you will have the opportunity to:

  • present your work to senior leaders in the business
  • develop your communication skills and be the voice of our clients
  • affect change across the Business Banking ecosystem
  • work with a creative, fun team of human centred designers who are best in class at their craft

This role requires someone with the passion and enthusiasm to come in and take ownership of the role, someone who will be curious and adventurous enough to seek out problems, think creatively to design solutions and have the planning skills to execute change.

To be successful in this role you will have:

  • a passion for our customers
  • self-motivation and a track record of delivering results
  • strong analytical, problem solving and critical thinking abilities
  • expertise in research (quantitative and qualitative) and measurement
  • well-structured written and verbal communications, as well as visual presentation skills
  • confidence in engaging with senior stakeholder groups
  • experience in working in an Agile environment
  • exposure to managing Voice of Customer (or equivalent) program
  • background in B2B environment
  • experience in any of the following fields is highly regarded – Product, Technology, Analysis, Design, Consulting, Research.     

If this sounds like the right role to further your career, we want to hear from you!

About Banking and Financial Services

Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients. 

Our commitment to Diversity and Inclusion 

Macquarie understands the importance of diversity and inclusion - our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team. 

We recognise that flexibility comes in a variety of forms. Talk to us about what flexibility you need. 

About Macquarie

A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we’re empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 15,000 employees and offices in 31 markets around the world, we’re a truly global organisation.

You’ll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued. You’ll be empowered to address unmet needs in our communities whilst advising and investing alongside our clients and partners. Working with us, you’ll have the opportunity to make a difference.

Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, investment banking and principal investment.

Find out more at

Job no: BFS-954658
Work type: Full time
Location: Sydney
Category: Mid-senior, Research
Group: Banking and Financial Services
Division: Product & Technology
Recruiter: Victoria Oh
Opening Date: