Customer Experience Insights Lead: Hybrid & Impact

Nelson City Council; Nelson; Hybrid; NZD 110,000 - 160,000; Full time

Benefits offered by this job

Wellbeing leave

Fully subsidised health insurance

Flexible hybrid workplace

Generous leave provisions

Learning and development opportunities

Employee benefits & discounts

Opportunity to shape community Well-

Job summary

Nelson City Council in Whakatū Nelson is seeking a Customer Experience Insights Lead to join the People & Customer Experience Directorate, reporting to the Head of Customer Experience. You will own the collection and analysis of customer feedback, develop accessible dashboards, and deliver practical insights to inform decisions, risk management and service improvements across Council.

The role requires strong data analytics, storytelling with data, and ability to influence diverse teams to put

Qualifications

• Experience in data analysis, insights, customer experience or a related field.
• Experience developing reporting tools or dashboards to support decision-making.
• Strong analytical skills, with the ability to interpret qualitative and quantitative information and draw meaningful conclusions.
• Ability to translate complex information into clear, practical insights for a range of audiences.

Responsibilities

• Take ownership of customer query resolution and service delivery data, ensuring it's accurate, streamlined and easy to use for timely, effective decision-making.
• Lead the collection, analysis and reporting of customer feedback, service data and trends across Council, promoting a consistent, evidence-based approach to customer-focused decision-making.
• Develop and maintain clear, accessible reporting and dashboards to support understanding of customer experience across Council.
• Generate practical, actionable insights that inform decision-making, risk management and service improvements, working with teams to prioritise opportunities based on data and customer impact.
• Monitor and evaluate the impact of service changes, using insights to help anticipate and respond to customer needs and identify emerging issues or trends.

Skills

Data analysis

Customer experience

Dashboarding

Reporting

Stakeholder collaboration

Problem solving

Education

Tertiary qualification in CX or data analysis or related field

Tools

Business intelligence tools

Dashboard software

Job description

Nelson City Council in Whakatū Nelson is seeking a Customer Experience Insights Lead to join the People & Customer Experience Directorate, reporting to the Head of Customer Experience. You will own the collection and analysis of customer feedback, develop accessible dashboards, and deliver practical insights to inform decisions, risk management and service improvements across Council.

The role requires strong data analytics, storytelling with data, and ability to influence diverse teams to put