The opportunity

Bendigo Bank has a bold mission: by 2030, we aim to be Australia’s most innovative bank. To get there, we need more than just good tech; we need a deep, unwavering connection to the humans using it. That’s where you come in. We’re looking for a Customer Insights Specialist to join our Digital team and work closely with Bendigo’s Connect product squad.

This is your chance to turn data and customer feedback into the roadmap that defines the future of banking. You won’t just be watching the 2030 vision unfold; you’ll be the one providing the insights that make it happen.

What we’re looking for

• 4+ years of experience working in a customer experience or insights role, ideally with exposure to digital products or mobile apps. You’ve moved past just participating in projects; you have a proven track record of influencing product roadmaps with customer insights.
• A "Stitcher" of Data: You aren't scared of a messy dataset. You have the technical skills to mine text, feedback, and usage data to find the "why" behind customer behaviours. Experience with PowerBI is a plus.
• Qualitative Field Experience: You are comfortable conducting 1:1 customer interviews, visiting branches, and shadowing frontline teams to uncover insights that data alone can't tell.
• A relationship builder: You are comfortable working in a matrix environment (sitting in the Digital CX team with your peers supporting Up, as well as closely collaborating with the BEN Insights team). You know how to build trust with a new team of PMs and Engineers to become their trusted advisor.
• A persuasive storyteller: You are an artful word ninja who can command a room. Your presentations don't just inform; they persuade. You can make high-quality recommendations that get stakeholders on board with ambitious changes.
• Journey Mapping Expertise: You have experience building detailed journey maps that have directly influenced product or service improvements.
• Experience working with Product Managers: You know how to speak "Product." You can take customer insights and translate them into language that Engineers and PMs understand, effectively ensuring the appropriate prioritisation of requests into the backlog.
• A proactive hunter: You don’t need a ticket assigned to you to start working. You have the ability to work autonomously, looking wide across the data landscape to find opportunities for innovation that no one else has spotted yet.
• Experience designing measurement frameworks: You know how to build and deploy in-app surveys and you understand the nuances of CX measurement (CSAT, NPS, etc.). You know how to set the goals that measure the true impact of our work.
• Passion for innovation: You are excited by the challenge of the 2030 goal and want to play a pivotal role in making Bendigo Bank the most innovative bank in Australia

Your day-to-day:

• Connect the dots: You won’t just mine single datasets; you’ll be a master of synthesis. You’ll stitch together data from the Connect app, contact centre interactions, complaint logs, and external market research to create a unified story of the customer experience.
• Build the listening posts: In-app surveys are on our horizon and you’ll be the one to help design the strategy. You’ll define the triggers, and logic for how we collect real-time feedback, ensuring we’re ready to scale our "listening" capabilities.
• Boots on the ground: You aren’t just a "desk researcher." You’ll spend time in Bendigo branches and shadowing contact centre teams, conducting customer interviews and observing firsthand how humans navigate our digital and physical touch points.
• Don’t wait for the Bat-Signal: While you will work closely with Product Managers to deliver what they need, you will also work autonomously to ‘go wide.’ You’ll research areas you haven't been prompted to look at, bringing unasked-for but vital insights to the table that challenge assumptions and improve the Connect experience for customers.
• Own CX measurement across our customers’ lifecycle: You won’t just generate reports; you’ll own the monitoring and reporting of the current state customer experience, measuring the true impact of any new features or process changes.
• Advocate (loudly) for the customer: You will be the voice of the customer in every meeting, using your insights to influence decisions on what features to build and what processes need to change.
• Flex your storytelling skills: You’ll take complex, disparate data and turn it into compelling narratives that help the Product team understand why a feature matters, not just what it does.

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The role 👤

Join our data team and help us make sense of the chaos (in the best way possible).

We're looking for two Data Analysts who can turn messy data into clear stories, spot patterns before they become problems, and communicate insights without putting stakeholders to sleep.

You'll work with our existing team of junior-to-mid analysts, bringing 3-5 years of battle-tested experience. You've seen enough dashboards to know when a metric is lying, written enough SQL to do it in your sleep, and presented enough findings to know that executives don't want 47 slides.

This isn't a "pull reports and call it a day" role. You'll be:

• Digging into our product data to understand what's actually happening vs. what we think is happening.
• Building analyses that change minds (and roadmaps).
• Partnering with product, marketing, and ops teams who depend on you to cut through the noise.
• Mentoring our junior analysts when they're stuck (or when you need a rubber duck).

You should apply if... ↪️

You have:

• 3-5 years as a Data Analyst or similar role - titles vary, skills matter more.
• Strong SQL skills - you can write complex queries without Stack Overflow open in another tab (most of the time). We use PostgreSQL and BigQuery.
• Statistical foundation - you understand hypothesis testing, can run and interpret A/B tests, know when correlation doesn't imply causation, and can explain confidence intervals to non-technical stakeholders.
• Analytics tool proficiency - Tableau, Looker, Power BI, or similar. We use Metabase, but if you're strong in one, you can learn another.
• Python or R experience - not necessarily expert level, but comfortable enough to wrangle data, run statistical tests, or build a quick model when SQL isn't enough.
• Spreadsheet wizardry - yes, Excel/Google Sheets still matter. You know when to use a pivot table vs. when to reach for SQL.
• Business intuition - you ask "why does this matter?" before diving into analysis, and can define success metrics and measurement plans before feature/project launches
• Communication skills - you can explain technical findings to non-technical humans without the jargon fog, and you can partner with engineers to ensure events/data are tracked in ways that support analysis and experimentation.

Bonus points for:

• Experience with our specific stack: PostgreSQL, BigQuery, Metabase, DBT.
• A/B testing or experimentation background.
• Experience in Finance, Product.
• Having actually used AI tools effectively.

You'll thrive here if you:

• Like figuring out WHY something happened, not just WHAT happened.
• Get energised by "here's a weird pattern, let me investigate" moments.
• Can handle ambiguity (our data is real-world messy, not Kaggle clean).
• Want to influence decisions, not just inform them.
• Believe good analysis is 30% technical skills, 70% asking the right questions.
• Think of AI as a copilot, not an autopilot.

This probably isn't for you if:

• You just want to build dashboards and never talk to humans.
• Ambiguous questions stress you out instead of exciting you.
• You need every requirement spelled out in perfect detail.
• You think "the data says X" without questioning if the data might be wrong.

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The role

We’re looking for a passionate Senior Product Manager to join our team, working on some new and exciting initiatives for Up. This is a rare opportunity to join our small but growing team, and have a real impact on the lives of people.

We believe we can take Australians from a place where money is a cause of stress and anxiety, to a happier place where they feel empowered and in control of their finances.

You’ll be joining our product practice, and together with a team of engineers and designers you will help to carve the path forward in solving complex financial problems for our customers. You will be given the opportunity to own the product lifecycle from discovery through to impact.

On a normal day, you could be:

• Contributing to product strategy, managing the product lifecycle and ensuring the team is focused on the highest priorities.
• Leading product discovery in your areas of focus - using customer insights, usage patterns, and market trends to build features Upsiders love.
• Steering the product roadmap and innovating within your product area by proposing ambitious, high impact features.
• Communicating across the organisation, building trust with your cross-functional team and senior leadership.
• Defining key success metrics to ensure our features drive real business and customer value.
• Collaborating with Engineering and Design to facilitate the implementation of prioritised features and enhancements.
• Identifying and coordinating the interdependencies among other programs and products to ensure a cohesive user experience.
• Ensuring product features comply with risk, compliance, and legal obligations without compromising user experience.
• Gathering inputs and feedback, and suggesting improvements to our product development processes and ways of working.

What we’re looking for

• In-house experience leading product delivery (from idea to successful launch) and shipping products that moved the needle on core business metrics, with at least 5-7 years working with engineering teams.
• Ideally you’ll have worked in startups, scale-ups, or other fast-moving environments that place a high priority on collaboration, innovation, and stepping outside your comfort zone.
• Passion - this is harder to define, but we’re looking for people who have a desire to push the limits, break the status quo, and be at the forefront of where technology is leading us. An eagerness to learn, expand your skills, and do the best work possible.
• Product execution excellence - you know how to build a product roadmap/plan, prioritise across different lenses, and work closely with design and engineering to ship high quality software. You need to inspire and motivate teams as well as be able to communicate wins and challenges to key business leaders.
• Strategic product lens - you’re able to shift seamlessly between long-term strategic thinking and tactical detail, with a strong understanding of both customer and business needs.
• Analytical mindset - you are comfortable diving into data to find opportunities and aren’t afraid to use qualitative research to understand the “why” behind the numbers.
• Independence - the ability to work with a certain level of ambiguity and “get shit done” autonomously, but still know when to ask for help. You’re proactive without waiting for direction from others, can identify opportunities on your own, and bring them to your team.
• The ability to attend our Melbourne CBD office at least six times a year for company days, plus some in-office days to start while you’re getting settled in. We’re currently only hiring in the Melbourne area for this reason.

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