Customer Insights Analyst

Kiwibank; Auckland; On-site; NZD 90,000 - 120,000; Full time

Job summary

Kiwibank is seeking an experienced customer insights professional for a 12-month fixed-term role in Auckland. You will manage the Voice of Customer programme, leverage SQL to interrogate data, and develop dashboards in Power BI to drive actionable insights for business decisions.

Responsibilities include survey sampling, targeting, trigger logic, and ensuring data quality and governance. You will communicate insights to diverse stakeholders and contribute to evolving our insights capabilities.

Qualifications

• Proven experience interrogating, manipulating and validating data using SQL.
• Strong data management including mapping, transformation and joining.
• Experience in survey sampling, targeting and trigger logic.
• Proficient in dashboard development and reporting with Power BI.

Responsibilities

• Turn customer feedback and behavioural data into actionable insights.
• Support Voice of Customer programme operations in Qualtrics, dashboards, and reporting.
• Communicate insights and risks to technical and non-technical audiences.

Skills

SQL

Data management

Dashboards

Power BI

Qualtrics Administration

Survey sampling

Stakeholder communication

Data visualization

Analytical capability

Tools

Qualtrics

Power BI

Job description

Build valuable experience through a purposeful 12-month fixed term opportunity

Grow your influence across customer insight and emerging technology

Turn customer data into meaningful outcomes for Kiwi

This is a great opportunity for an experienced customer insights professional to step into a highly visible role at the centre of Kiwibank's Voice of Customer programme. You'll apply your expertise across customer feedback, data, reporting and insight to help ensure the business has trusted information to make better decisions for Kiwi. Alongside the core responsibilities of the role, there may be opportunities to contribute to the ongoing evolution of our customer insight capability and supporting technologies, providing exposure to future ways of working while remaining grounded in the day-to-day delivery that keeps the programme running successfully.

Turn customer feedback and behavioural data into clear, actionable insight. You will support the reliable operation of Kiwibank’s Voice of Customer programme in Qualtrics, managing survey samples, segmentation, targeting, trigger logic, workflows and reporting. You will monitor critical processes, help resolve data and survey distribution issues, maintain operational controls and apply privacy, information security and data retention requirements. Using SQL, Qualtrics and Power BI, you will analyse structured and unstructured data, quality assure dashboards and reporting, and communicate insights, risks and opportunities to technical and non-technical audiences.

For this role we’re looking for an experienced customer insights professional with strong SQL, data management and analytical capability who can hit the ground running. We would love to hear from you if you have experience in the following:

Proven experience interrogating, manipulating and validating data using SQL

Strong data management capability, including mapping, transformation and joining

Proficient in data quality, testing, validation and quality assurance practices

Experienced in survey sampling, customer targeting and trigger logic

Confident in quantitative research and customer feedback analysis

Proven ability to troubleshoot data, reporting and automated processes, while identifying practical improvements

Experienced in developing, maintaining and quality assuring dashboards and reporting solutions

Proficient in Qualtrics administration, including surveys, workflows, distributions and reporting

Experienced in Power BI development or dashboard design

Strong data visualisation, storytelling and stakeholder communication skills

You do not need to tick every box here to be considered! Above all we’re looking for a technically capable, analytical and collaborative professional who can quickly understand a complex data environment, deliver accurate insights and communicate them in a clear, actionable way.

For more information about this role please see the ad on our Kiwibank Careers site for a copy of the position description.

Making a difference for all Kiwi starts with making a difference for our people. Flexibility, growth, challenging and rewarding work - this is Kiwibank. A place where you can belong and thrive – we are as ambitious as we are caring. We have big ideas and big plans. For you, for Kiwibank and for all Kiwi. We are Kiwi making Kiwi better off and that means you too!

Unlock job insights

We truly are a Kiwi bank, with every cent of our profit staying right here in New Zealand. We're ambitious for New Zealand and New Zealanders. Our purpose is to make Kiwi better off. We are passionate about creating a sustainable future by making tamariki, Kiwi and Aotearoa better off. This drives everything we do to ensure we're making a real difference as a business. Our first Kiwibank branch opened in 2002 and since then we've grown and expanded into one of the country's biggest banks. This is Kiwibank.

We truly are a Kiwi bank, with every cent of our profit staying right here in New Zealand. We're ambitious for New Zealand and New Zealanders. Our purpose is to make Kiwi better off. We are passionate about creating a sustainable future by making tamariki, Kiwi and Aotearoa better off. This drives everything we do to ensure we're making a real difference as a business. Our first Kiwibank branch opened in 2002 and since then we've grown and expanded into one of the country's biggest banks. This is Kiwibank.