Complaints Analyst

About the role

TAL, a life insurer backed by Daiichi Life, is hiring a Complaints Analyst in Sydney. The role helps the company understand customers' experiences and turn insights into improvements along the claims journey, identifying trends, driving continuous improvement and supporting strong governance.

Key responsibilities

• Conduct detailed root cause analysis of claims complaints by reviewing claim files, customer interactions, complaint records and operational processes.
• Identify complaint drivers, emerging risks, recurring themes and systemic issues affecting customer outcomes.
• Analyse complaints data and claims insights to find ways to improve claims handling, complaint management and customer experience.
• Prepare reporting, insights and recommendations for operational leaders and governance forums.
• Partner with Claims, Quality Assurance, Risk, Customer Experience and Internal Dispute Resolution stakeholders to investigate issues and drive improvements.
• Support initiatives that reduce complaint volumes and improve customer outcomes across the claims journey.
• Monitor complaint trends and emerging risks so they are escalated and addressed in a timely way.

Required profile

• Experience in life insurance claims, insurance claims, workers compensation, claims quality assurance, complaints management or a similar regulated claims environment.
• Strong understanding of claims processes and the ability to review claim files to spot complaint drivers and process breakdowns.
• Experience conducting root cause analysis and turning findings into practical recommendations.
• Ability to identify trends, risks and systemic issues from qualitative and quantitative information.
• Experience in complaints management, customer advocacy, quality assurance or operational risk, and in implementing continuous improvement initiatives.

Required skills

• Strong analytical and problem-solving skills, connecting individual customer experiences to broader business insights.
• Excellent stakeholder management and communication skills, able to present insights to a range of audiences.
• Ability to work independently, manage competing priorities and stay accurate in a fast-paced environment.

What we offer

• Flexible and blended ways of working.
• Learning, leadership development programs, LinkedIn Learning and global career opportunities through the Daiichi Life Group.
• TAL-funded Life, Income Protection and Total & Permanent Disability insurance, plus employee insurance discounts.
• Wellbeing support including an Employee Assistance Program, annual flu vaccinations and health initiatives.
• Paid parental leave, wellbeing leave, community leave and purchased leave options.
• TAL Rewards Plus with discounts at hundreds of retailers and services.