Full-Time Insights Analyst
Montu is hiring a remote Full-Time Insights Analyst. The career level for this job opening is Experienced and is accepting Melbourne, Australia based applicants remotely. Read complete job description before applying.
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Turn feedback into action. Transform experiences across healthcare.
We’re on the hunt for an Insights Analyst who will be focusing on our Voice of Customer (VOC) program.
As a key player in our VOC team, you’ll be supporting our Lead VOC Program Manager in delivering feedback programs that capture the heartbeat of our ecosystem. You'll work across survey platforms, automate touchpoints, and analyse what matters most to our customers. Your insights will directly shape the experiences we deliver.
If you love connecting the dots between what people say and what a business should do — this role is for you.
What You’ll Be Doing
- Support the design and optimisation of surveys across the customer journey
- Monitor experience metrics (like NPS & CSAT) and help us understand customer sentiment over time
- Collaborate with CRM, Product, Marketing, Clinics and more to embed feedback loops that drive change
- Support survey governance and ensure our work aligns with privacy, ethics, and business goals
- Automate survey delivery and targeting across multiple channels (email, SMS, in-app)
- A/B test and continuously improve survey performance and engagement
- Analyse data to uncover trends, friction points, and opportunities for innovation
- Craft compelling dashboards and reports that bring the voice of the customer to life
- Share insights that shape product, clinical, and operational strategies
- Champion customer advocacy and help embed a customer-first mindset across the organisation
Experience:
- Experience as a customer insights analyst with exposure to VOC programs
- Knowledge of survey design and analysis (NPS, CSAT, CES frameworks a plus)
- Experience with tools like Typeform, SurveyMonkey, CultureAmp, or Survicate
- Comfortable working with data tools (Excel, Looker, Tableau); exposure to Braze or CRM systems is a bonus
- Experience with SQL and a willingness to learn BigQuery or Python to level up your insights
Sharp eye for detail, strong communication skills, and a curious, problem-solving mindset
A passion for customer experience, human behaviour, and making things better