Customer Experience Analytics Lead

Nelson City Council

Nelson

Hybrid

NZD 90,000 - 130,000

Full time

4 days ago

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Benefits offered by this job

Wellbeing leave

Health insurance

Hybrid work

Generous leave

Professional development

Employee discounts

Community projects

Nature at doorstep

Job summary

Nelson City Council is seeking a Customer Experience Insights Lead to join the People & Customer Experience Directorate. You will own customer data, analyse feedback and trends, and develop dashboards to support evidence-based decision making across the Council.

Bring data analysis experience and the ability to translate insights into practical changes. The role offers a hybrid working arrangement and opportunities to impact our community.

Qualifications

Experience in data analysis, insights, or a related field.
Experience developing reporting tools or dashboards.
Strong analytical skills with qualitative and quantitative information.
Ability to translate complex information into clear, actionable insights.
Relevant tertiary qualification or equivalent experience in CX or data.

Responsibilities

Take ownership of customer query resolution and service data.
Lead collection, analysis and reporting of customer feedback and trends.
Develop and maintain reporting dashboards to illuminate CX across Council.
Generate actionable insights to inform decisions and service improvements.
Monitor impact of service changes and anticipate customer needs.

Skills

Data analysis

Insights

Customer experience

Dashboards

Reporting tools

Analytical skills

Education

Tertiary qualification

Tools

BI tools

Job description

Bring data analysis experience and the ability to translate insights into practical changes. The role offers a hybrid working arrangement and opportunities to impact our community.

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