Senior Analyst Complaints, Insights & Reporting

Location Sydney or Melbourne

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. 

The Senior Analyst, Complaints Insights & Reporting will support the Senior Manager, IDR Oversight and Head of Customer Resolutions to provide high quality insights, relevant and timely information and reporting to Boards, Risk Forums and management across AMP and external stakeholders/regulators as required

How will you make an impact

• Analyse complaint data to identify themes, emerging trends and key drivers, translating insights into clear, actionable recommendations for stakeholders and the broader business through the creation, maintenance and continuous enhancement of dashboards and reports.
• Manage end‑to‑end operational complaint reporting, including proactive planning of stakeholder insights and commentary, data sourcing, quality assurance and sign‑off from report owners within required timeframes, ensuring reporting remains accurate, timely and relevant.
• Continuously improve complaint reporting by identifying issues and enhancement opportunities, maintaining an improvement register, prioritising actions, collaborating with data providers to improve data quality and reducing manual reporting where possible.
• Prepare and deliver complaint‑related data to support external and regulatory reporting requirements (e.g. Sustainability reporting, ASIC reporting), as well as responding to ad‑hoc data requests such as audit activity, ASIC notices and other regulatory enquiries.
• Support the implementation of complaint system enhancements and issue resolution, including finalising specifications with Business Analysts, providing design sign‑off, coordinating and conducting user acceptance testing, and communicating progress and outcomes with stakeholders.
• Explore and leverage potential AI‑enabled efficiencies and solutions to strengthen data insights, reporting effectiveness and decision‑making.

What you will bring to the role 

• Strong technical data, reporting and analytical skills, including the use of reporting software.
• Intermediate to advanced Power BI capability, including dashboarding, data modelling and insight generation. 
• Advanced Excel skills for data analysis, reporting and performance tracking. 
• Experience with data analytics and visualisation platforms (e.g. Power BI, Tableau or similar).
• Experience in data collection, analysis, insight generation and reporting within a financial services environment. 
• Experience producing accurate, timely and relevant management reporting to support business decision‑making.
• Working knowledge of Salesforce (advantageous). 

Who you are

You are a collaborative and outcomes‑focused professional who works effectively with stakeholders to understand requirements and translate them into clear, meaningful insights. You communicate confidently, adapting your style to different audiences and ensuring information supports sound decision‑making.

You bring curiosity and critical thinking to your work, proactively exploring data, asking thoughtful questions and challenging assumptions to uncover deeper insights. You’re comfortable working through ambiguity and take an analytical approach to problem‑solving beyond surface‑level answers.

You are results‑driven and apply sound judgement to prioritise competing demands while maintaining accuracy and attention to detail. With a strong focus on self‑improvement, you actively seek opportunities to learn, develop new skills and continuously improve how work is delivered.

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.