Customer Experience Insights Analyst

AIA

Devonport-Takapuna

Hybrid

NZD 70,000 - 90,000

Full time

7 days ago

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Benefits offered by this job

Flexible working

Competitive rewards

Continuous learning

Job summary

AIA is seeking a Customer Experience Analyst to champion the voice of customers and intermediaries, turning feedback into meaningful action across key journeys. You will influence decisions that enhance outcomes and support strategic priorities, working within the Customer Experience team to grow expertise and build strong cross‑business relationships.

You will map journeys, analyze data, and collaborate on research programmes to deepen understanding and inform strategic priorities.

Qualifications

2+ years in customer insights, customer research, advocacy, or related field.
Strong analytical thinking and storytelling to turn data into insights.
Experience in journey mapping and experience design.
Ability to build relationships with stakeholders and influence outcomes.
Keen eye for detail with high-quality analysis and reporting.
Customer-centric mindset balancing needs with business priorities.
Comfortable hosting panel discussions.
Project management skills.

Responsibilities

Analyze customer and intermediary feedback to uncover trends and generate actionable insights.
Map customer journeys and experience blueprints to highlight pain points.
Partner with stakeholders to embed insights into decision-making and continuous improvement.
Deliver clear reports, presentations, and recommendations to drive action.
Support implementation of customer experience frameworks and initiatives.
Contribute to research programmes and surveys to deepen understanding and inform priorities.