Group Service Experience Analyst

Company Description

• Join us in shaping the future of the insurance industry, driven by innovation and a 150-year legacy of protecting people
• Take advantage of well-being initiatives designed to support your mental and physical health, ensuring a balanced lifestyle
• This role can be based in Melbourne or Sydney

Collaboration with Heart  

At TAL, we’re supported to live our best lives. With flexible and blended working options, discounted insurance, and wellbeing initiatives, we know we’re valued. 

You’ll work alongside some of the brightest and most capable colleagues in the industry, with leaders who inspire, support, and include everyone. We foster a culture where everyone belongs. 

Collaborating in person strengthens our social bonds and powers better problem-solving. Together, we face challenges and grow stronger. We connect to include, celebrate, reward, and recognise each other. 

Job Description

At TAL, we’re committed to helping Australians feel confident that they and their loved ones are protected when it matters most. As a Group Service Experience Analyst, you’ll help shape the experience of millions of members who access life insurance through their superannuation fund, turning customer insights into meaningful improvements across our Group Underwriting & Operations environment. Sitting at the heart of our service promise, this newly created role connects member feedback, operational performance and governance to support better outcomes for customers, fund partners and TAL. It’s a meaningful opportunity to influence how accessible, affordable group insurance is delivered at scale, contributing to TAL’s broader purpose of protecting people and supporting financial security across Australia.

In this role you will:

• Translate member and partner feedback into actionable insights that improve service outcomes.
• Identify emerging trends, friction points and risks to strengthen member experience across fund partners.
• Drive remediation of complaints, incidents and recurring issues to protect member outcomes.
• Support strong governance through clear reporting, control evidence and compliance oversight.
• Improve Group Underwriting and Operations processes by identifying gaps and simplifying ways of working.
• Embed effective process change through fit-for-purpose documentation, stakeholder alignment and continuous improvement.

Qualifications

• Bring 2–4 years’ experience in business analysis, complaints, operations or a similar role within financial services or life insurance.
• Proven capability to use customer feedback and service data to identify insights and recommend meaningful improvements.
• Ability to apply sound judgement when supporting complaints, incidents, remediation, governance, risk or compliance activities.
• Strong communication skills to provide concise reporting, documentation and stakeholder updates.
• Build trusted relationships with internal teams, senior stakeholders and external partners.
• Work confidently with Microsoft Office tools and bring curiosity for improving member and customer experiences.

Additional Information

TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be:

• An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency from 2014 to 2025 and 2023 to 2026 Bronze Tier Status within the Australian Workplace Equality Index
• Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change
• Reconciliation Advocates – Read our Innovate Reconciliation Action Plan.
• We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals with disability/ies, people from culturally diverse backgrounds and the LGBTQ+ community.
• Need adjustments during the recruitment process? Let our team know by getting in touch with us here.—we’re here to support you.

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems. 

As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.

#LI-Hybrid 

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.