Level 18/1, Nicholson St, East Melbourne VIC 3002
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Job Ref: 46536

  • Candidate must have Experience building machine learning models. Significant experience in data science roles including modelling.


  • Showcase your strategic mindset with our highly engaged Strategy team committed to diversity and flexibility
  • Demonstrate your profound delivery outcomes experience and strategic mindset
  • Be part of a highly engaged team committed to diversity and flexibility
  • Outstanding opportunity to learn and grow as part of developing your career

About the role
As a Senior Complaints Analytics Consultant, you will build automation (machine learning) models for complaints analytics categorisation and insight – to drive efficiency and speed and ensure models are monitored, validated, and improved. You will lead deep dive analysis of customer complaints data to create strategic, action-oriented insights including links to key indicators of business performance. Identification of early warning indicators and emerging trends.


  • Design, build, monitor and maintain all Complaints Analytics machine learning models
  • Ensure Complaints Analytics needs are met in new data environment (NDH, NDC, NRP). Lead transition to new environment.
  • Delivery of efficiency and insight to complaints analytics and the complaints handling process end-to-end
  • Proactively monitor risk and assurance requirements within agreed Risk Appetite and manage non-compliance in a timely manner
  • Create a supportive, inspiring and customer focused environment for all colleagues in complaints analytics
  • Support the implementation of the Commercial Services strategy as part of the leadership team
  • Lead strategic solutions for complaints data sources including expansion of sources and migration to data platforms, as required


  • A minimum of 10 years\’ experience delivering outcomes and change
  • Significant experience in data science roles including modelling
  • Experience in driving value (efficiency, insight) from models
  • Strong communication and stakeholder management skills, with the ability to build relationships at all levels.
  • Experience in driving value (efficiency, insight) from models
  • Uncompromising drive, passion, focus, and energy to help innovate and drive change

How to apply:

Please apply using the link below or call Alex on 03 9118 2002 for further details. Applications closes based on the volume of applications received. Only short-listed candidates will be contacted.

Adaps is an equal opportunity employer that actively embraces diversity in its workforce through accurate community representation of gender, culture; thought and work arrangements.