Senior Analyst, Advanced Analytics - Customer Excellence

About the role

The Complaints Analytics team at CommBank brings together data from across the organisation to find patterns in customer complaints and turn them into insights for decision-makers. It supports regulatory and governance reporting, including AFCA and ASIC reporting, and uses LLM-enabled analytics alongside traditional techniques. This Senior Analyst role sits in the Customer Excellence area and works across the full analytical lifecycle, from data preparation to reporting and visualisation.

Key responsibilities

• Use advanced SQL and Python to source, prepare, reconcile and analyse large and complex datasets.
• Investigate complaints data to identify emerging themes, root causes, recurring issues and changes in customer experience.
• Apply LLM-enabled techniques to summarise large volumes of unstructured complaints data and identify themes more efficiently, preparing data carefully for LLM consumption.
• Build and maintain high-quality reporting and visualisations in Tableau and/or Power BI for senior business stakeholders.
• Support regulatory and governance reporting, where accuracy, timeliness and reconciliation are essential.
• Translate complex findings into clear, commercially meaningful insights and work with stakeholders to check whether actions are improving outcomes.

Required profile

• Strong SQL capability, querying, manipulating and analysing large and complex datasets.
• Hands-on Python skills for data preparation, wrangling and advanced analysis.
• Ability to work with messy or unstructured data and turn it into something analytically useful.
• Experience translating complex data into clear insights for business stakeholders.
• Attention to detail, especially where reporting needs reconciliation, governance or regulatory accuracy.
• Good communication and stakeholder-management skills.
• Highly regarded: experience using LLMs, generative AI or NLP to analyse unstructured text or large datasets, exposure to API-based LLM solutions, and experience with customer, complaints, product, regulatory or operational datasets.

Applications close on 31 October 2026. Employees of the Commonwealth Bank Group must apply through the group's internal application system.