Customer Insights Analyst

Kiwibank; New Zealand; On-site; NZD 90,000 - 110,000; Full time

Benefits offered by this job

12-month fixed term

Job summary

Kiwibank is seeking an experienced Customer Insights Analyst to join the Voice of Customer team in New Zealand. You will turn customer feedback and behavioural data into actionable insights, supporting reliable program operation and reporting across Qualtrics and Power BI.

You’ll apply SQL, data management and analytical capabilities to drive dashboards, segmentation, and stakeholder communication, influencing decisions across teams. A collaborative, technically capable approach is essential.

Qualifications

• 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.

Responsibilities

• Turn customer feedback and behavioural data into clear, actionable insight.
• Support the reliable operation of Kiwibank’s Voice of Customer programme in Qualtrics, managing survey samples, segmentation, targeting, trigger logic, workflows and reporting.
• Monitor critical processes, help resolve data and survey distribution issues, maintain operational controls and apply privacy and data retention requirements.
• Analyse structured and unstructured data using SQL, Qualtrics and Power BI, quality assure dashboards and reporting.
• Communicate insights, risks and opportunities to technical and non-technical audiences.

Skills

SQL

Data management

Data quality

Survey sampling

Qualtrics

Power BI

Dashboards

Data visualization

Stakeholder communication

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

Ko tātou tēnei - Hei hāpai ake i a koe | This is us. Where you matter.

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.

Kō tātou tēnei. Hei kawe i ngā mahi kia tutuki | This is us. Where making an impact matters.

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.

Ko tātou tēnei. Kia hāpai i ō pūkenga |This is us. Where your expertise matters.

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.

Tono mai

Applications close on Wednesday 28th October. We will be reviewing resumes throughout the advertising period and reserve the right to withdraw the ad at any time.

Formore detailed information on the role, please see the attached PositionDescription:Customer Insights Analyst

Ko tātou tēnei - Hei hāpai i a koe, me tō whānau |This is us. Where you and your whānau matter.

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!