Customer Messaging Analyst

BizCover who?

We’re excited to be acknowledged as a top player in the InsurTech sector! Our mission is to make the insurance buying journey easier for SMEs, empowering them to choose insurance that perfectly fit their unique needs.

About the role

Reporting to the Head of Customer Success, this role is responsible for managing all operational customer communications across BizCover, including both email and SMS messages. These communications are essential for meeting regulatory, contractual, and service obligations such as renewal notifications, policy documents, and payment confirmations.

The Customer Messaging Analyst plays a critical role in ensuring our automated SMS and email communications are optimised for performance and customer experience.  You’ll own the end-to-end process from maintaining and monitoring messaging flows to identifying improvements and implementing optimisations.

This new role sits at the intersection of operations, marketing, analytics and customer engagement and suits someone early in their career who enjoys problem-solving, learning new platforms, and improving systems that impact the customer experience. The ideal candidate combines strong analytical ability with curiosity, precision, and ease in dealing with technology.

You will work closely with Customer Success, Risk and Compliance, Marketing, and Operations to ensure every communication meets business, regulatory, and customer expectations.

Key Responsibilities

The Customer Messaging Analyst manages and evaluates BizCover’s operational communication systems, including SMS and email delivery platforms. The role ensures messages are executed accurately and efficiently, analyses performance metrics, and collaborates with technical and business teams to improve communication processes and outcomes.

• Manage the accuracy, delivery and consistency of all customer engagement communications (email and SMS) in collaboration with Operations and Marketing.
• Audit and maintain the integrity of customer journey triggers, templates, and data sources.
• Collaborate with marketing, CX, and tech teams to improve communication workflows and maintain data quality.
• Ensure all regulatory and contractual communications are delivered accurately and on schedule, including renewals, policy documentation, and payment notifications.
• Monitor high-volume operational sends to confirm deliverability, identify undelivered messages, and resolve issues promptly.
• Collaborate with Operational Excellence and Marketing Automation to design and implement fixes or enhancements to communication processes.
• Maintain documentation of send logic, templates, data sources, and change logs.
• Use data to identify trends, delivery issues, and improvement opportunities across operational communications.
• Support continuous improvement initiatives to maintain high deliverability rates and a strong sender reputation.

• Strong analytical and problem-solving skills, with the ability to use data to identify trends or issues.
• Excellent attention to detail
• Ability to work across teams and manage input from multiple stakeholders including Risk and Compliance, Customer Success, Marketing, and Operations.
• Proven ability to manage processes end to end and maintain documentation with accuracy and structure.
• A growth mindset and genuine comfort in learning and mastering new software platforms.
• A proactive and results-oriented mindset

Highly Regarded

• Familiarity or experience with CRM, marketing automation or messaging platforms (Braze, Salesforce Marketing Cloud, Hubspot, Pendula etc)
• Familiarity with reporting tools (Excel, SQL, Power BI or similar)
• Prior experience or studies in communications, CRM, operations, or data analysis will be well regarded.
• Understanding of digital communication channels; particularly SMS and email

How will I be measured?

• Accuracy and timeliness of automated message delivery.
• Reduction in communication errors or delivery failures and timeliness of any necessary fixes
• Quality and clarity of insights and reporting provided to stakeholders.
• Contribution to optimisation of customer messaging journeys.
• Completeness and accuracy of process documentation

Career Path
This role provides exposure to all customer communications across BizCover, offering future career opportunities in both marketing and operational leadership paths. It is an ideal entry point for someone who wants to build deep knowledge of customer lifecycle communications and operational processes while gaining broad cross-functional experience in a fast-paced, technology-driven business.

• Hybrid Freedom: Sydney-based? Benefit from a flexible mix of home and office days (2 days from office and 3 from home).
• Vibrant Team Culture: Join an energetic, supportive and rewarding workplace with plenty of fun throughout the year — from end-of-year and mid-year parties to monthly drinks, cultural celebrations, and so much more!
• Exclusive Perks: Unlock discounts and special offers through our amazing staff app.
• Our charity program proudly partners with One&All, offering employees unique opportunities to contribute, connect and benefit from giving back.
• Dress for Success: Business-casual dress code for a relaxed but professional vibe.
• Room to Grow: Join a growing company that truly offers career progression opportunities.

Diversity of employees makes it a creative and fun workplace. BizCover is a melting pot of cultures and personalities, but we truly believe in the power of diversity. We actively welcome applications from individuals with all kinds of backgrounds and experiences. If you share our passion for making a difference and believe in creating an inclusive work environment, we would be thrilled to have you apply for this amazing opportunity.

Come and be a part of our journey as we foster a diverse and supportive atmosphere where everyone can flourish and showcase their distinct skills. Constantly strive to be the best we can, we look for people who are –
Customer Fanatics - noun:  a person who delivers a first class customer experience every time
Drumbeaters - noun:  a person who enthusiastically celebrates and supports their teammates and the business
Finishers - noun:   a person you can trust to get it done
Advancer - noun:  a person who always wants to do better