Bupa is seeking an experienced Senior Data Analyst to join our Customer Process Improvement team within Health Insurance. This is a key 24-month fixed-term opportunity supporting high-priority customer remediation programs that identify customer impacts, resolve issues, and deliver fair and accurate outcomes.
The role can be based in Melbourne, Sydney, or another Australian location, with hybrid working arrangements (2 days per week in office). There is potential for the role to become permanent.
The Opportunity
This role goes beyond data analysis — you will help uncover what happened, identify impacted customers, and support operational teams to deliver meaningful remediation outcomes.
Reporting to the Remediation Data and Automation Manager, you will work across remediation, operations, customer, and technical teams to translate complex business issues into reliable data solutions and actionable insights.
You will:
- Work closely with remediation, operations, customer, and technical teams to understand incidents, issues, root causes, and customer impacts
- Translate complex business problems, operational scenarios, and remediation requirements into clear data solutions and analysis
- Identify impacted customer cohorts and ensure remediation scope is accurate, complete, and defensible
- Analyse customer payment impacts and support the development of fair and accurate remediation outcomes
- Translate business rules into structured, testable data logic and develop SQL queries to extract, transform, and analyse data from complex source systems
- Build data analysis, validation, and reporting processes to support remediation delivery
- Join and interpret data across multiple systems to create meaningful insights and support decision-making
- Perform quality assurance on remediation calculations, customer impacts, and analytical outputs
- Identify data issues, operational risks, and inconsistencies, and work collaboratively to resolve them
- Clearly document data logic, methodologies, assumptions, and processes to ensure transparency and reproducibility
- Support continuous improvement of remediation practices, tools, and operational capability
About You
You are an experienced Data Analyst who understands that successful remediation requires more than technical analysis. You are someone who can investigate complex operational issues, understand customer impacts, and communicate insights clearly to drive action.
You will bring:
- Proven experience as a Data Analyst, ideally within customer remediation, incident management, operational improvement, regulatory, or complex transformation environments
- Experience supporting remediation programs or customer rectification initiatives
- Strong SQL capability with experience working across large and complex datasets
- Ability to interpret data, identify customer impacts, and explain the story behind the numbers
- Strong understanding of operational processes and how system, process, and data issues can impact customers
- Exceptional communication skills, with the ability to engage technical teams, operational stakeholders, and executives
- Confidence presenting insights, risks, and recommendations to senior stakeholders
- Strong problem-solving skills and the ability to connect business issues with data-driven solutions
- Experience working in Agile environments and managing multiple priorities
- High attention to detail and commitment to accuracy, quality, and customer fairness
Highly regarded:
- Experience within health insurance, financial services, or another regulated industry
- Direct experience delivering customer remediation or customer compensation programs
- Experience analysing customer payment impacts
- Exposure to tools such as SAS, Power BI, SQL, or similar analytics platforms
- Tertiary qualifications in Data, Analytics, Information Systems, Business, or a related discipline
Why This Role Matters
- Customer remediation is about putting things right. This role will help identify what went wrong, understand who was affected, and support the delivery of accurate and fair outcomes for customers.
- Your analysis will directly influence how Bupa responds to customer issues, resolves operational impacts, and improves the way we deliver services to customers in the future.
Why Join Bupa
- Hybrid working model (2 days in office per week)
- 24-month fixed-term opportunity with potential for permanent employment
- Opportunity to work on high-profile customer remediation programs
- Additional annual wellbeing day and paid volunteer leave
- Access to global wellbeing programs and lifestyle discounts
- Work in a purpose-driven environment focused on improving customer outcomes
Our Commitment
Bupa values diversity, inclusion, and fair outcomes for customers. We encourage applications from all backgrounds, including First Nations peoples, veterans, people with disabilities, and LGBTQIA+ communities. Adjustments during the recruitment process can be supported.
