CX Insights Lead: Drive Service Excellence

Nelson Holdings Limited; Nelson; Hybrid; NZD 90,000 - 140,000; Full time

Benefits offered by this job

Wellbeing leave

Health insurance

Hybrid working arrangements

Generous leave

Professional development

Employee benefits and discounts

Access to nature and community well‑be

Opportunities to contribute to the社区

Job summary

Nelson City Council is seeking a Customer Experience Insights Lead to own and analyze customer data, deliver insight-led reporting, and develop dashboards for decision-making across the organisation.

The role focuses on collecting feedback and service data, promoting evidence-based decision-making, and presenting clear insights to diverse audiences. A tertiary qualification or equivalent experience in CX or data analysis is preferred.

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.
• A relevant tertiary qualification or equivalent practical experience in customer experience, data analysis or a related discipline.
• Knowledge of customer experience measurement or service improvement approaches, and an understanding of reporting and business intelligence tools

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

Dashboards

Analytical skills

Reporting tools

Education

Relevant tertiary qualification

Tools

Business Intelligence tools

Reporting tools

Job description

Nelson City Council is seeking a Customer Experience Insights Lead to own and analyze customer data, deliver insight-led reporting, and develop dashboards for decision-making across the organisation.

The role focuses on collecting feedback and service data, promoting evidence-based decision-making, and presenting clear insights to diverse audiences. A tertiary qualification or equivalent experience in CX or data analysis is preferred.