Michelle Rogers
About Michelle Rogers
Michelle Rogers is a Senior Root Cause Analyst at QBE Insurance, where she focuses on enhancing customer experience through digital research approaches. She holds an MBA from the University of New England and has extensive experience in various research roles, including positions at Ipsos Australia and Telstra.
Work at QBE Insurance Group
Michelle Rogers has been employed at QBE Insurance Group since 2019, serving as a Senior Root Cause Analyst. In this role, she focuses on analyzing customer feedback and identifying root causes of issues to enhance service delivery. Her work involves applying various research methodologies to improve customer experience and operational efficiency.
Education and Expertise
Michelle Rogers holds a Master of Business Administration (MBA) from the University of New England. She also studied at the University of Sydney, where she earned a Bachelor of Arts with Honors, focusing on Psychology and English. Her expertise includes Net Promoter Score (NPS) tracking, driver modeling, and enterprise feedback management, along with a strong background in qualitative research methods.
Background
Michelle Rogers has a diverse professional background in research and customer insights. She has worked at Ipsos Australia in various roles, including Client Director and Director of Qualitative Research. Additionally, she served as Lead Researcher at ING DIRECT Australia and as Senior Insights Manager at Telstra. Her experience spans over a decade in the field of customer experience and research.
Achievements
During her career, Michelle Rogers has been recognized for her ability to deliver clear and actionable insights. She delivered an impromptu briefing on NPS drivers to the General Executive, noted for her storytelling skills. Michelle has also presented at Knowledge Bites, receiving positive feedback for her contributions. Her collaborative approach and speed of delivery in research projects have been acknowledged throughout her career.
Research Methodologies and Contributions
Michelle Rogers specializes in a variety of research methodologies, including ethnography, journey mapping, and stakeholder facilitation sessions. She conducts internal online research and emotional trace research, which includes concept testing and website evaluation. Her involvement in brand tracking and communication evaluation utilizes qualitative methods such as emotional trace and eye tracking.