Customer Experience Insights & Journey Analyst

AIA NZ

Auckland

On-site

NZD 70,000 - 100,000

Full time

3 days ago

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Job summary

AIA NZ in Auckland is seeking a Customer Experience Analyst to champion the voice of our customers and intermediaries by turning feedback into meaningful action. You will shape how people experience AIA by identifying opportunities to improve key journeys and moments that matter.

Through journey mapping, research, analysis and collaboration, you will influence decisions that enhance outcomes and support strategic priorities.

Qualifications

2+ years in customer insights, customer research, advocacy, or a related field.
Strong analytical thinking and storytelling to translate data into insights.
Experience in journey mapping and experience design.
Confident in building relationships with stakeholders to influence outcomes.
Keen eye for detail with high-quality analysis and outputs.
Customer-centric mindset balancing needs with business priorities.

Responsibilities

Analyse 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 improvement initiatives.
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 customer understanding.