Customer Experience Insights Lead

• Proven Track Record Driving CX Insights into Action + Executive-Level Influence and Strategic Decision-Making
• Fixed Term 12 months role with potential to go permanent
• Salary offer between $145K - $155K

He angitūtanga: The opportunity

Our Business Improvement & Enterprise Change team under the Customer Experience and Digital Department are recruiting for a seasoned CX Insights Lead to take ownership of our Voice of Customer (VoC) programme and embed a strong customer lens across service design, delivery, and strategy. In this role, you’ll refine the customer insights framework, ensuring data is consistently gathered, analysed, and turned into actionable insights. Drawing from multiple sources such as surveys, complaints, digital channels, and operational data, you’ll highlight customer needs and pinpoint areas for improvement for Senior Leadership. Your work will play a critical role in shaping organisational priorities and ensuring customer feedback drives meaningful, measurable change.

To succeed, you’ll combine strong analytical expertise with the confidence and grit to influence decision-making at GM and Director level. Partnering closely with senior leaders and teams across the organisation, you’ll embed insights into strategic planning and service delivery while championing the voice of the customer in high-level conversations. You’ll also lead workshops, build organisational capability, and help teams translate insights into action, closing feedback loops and driving continuous improvement. This is a unique opportunity to turn data into strategy and make a tangible impact on the customer experience across the organisation.

Click this link to access the Position Description

He kōrero mōu: About you

We’re looking for a senior customer insights professional with extensive expertise in survey platforms such as Qualtrics, including advanced survey programming, workflow automation, and troubleshooting. A strong ability to structure and interpret large datasets to generate meaningful insights. You’ll have a proven track record in customer insights, CX analytics, or research roles, producing actionable recommendations that have directly improved services or customer experiences. Experience with VoC platforms, data visualisation tools such as Power BI, and familiarity with customer journey mapping and service design principles are also key. A relevant degree is required, with postgraduate qualifications an advantage.

Please note this role is not mainly data reporting — it requires the confidence, political acumen, and influence to shape decisions at the highest level. You must be able to distil complex technical findings into sharp, decision-ready insights and lead executive conversations that directly impact organisational strategy. Success demands resilience, precision, and the ability to challenge thinking while driving evidence-based improvements to customer experience across the organisation.

Ngā āhuatanga kei a mātou: What we offer

At Auckland Council, you will join a dynamic, supportive environment where your mahi (work) will directly impact the lives of over 1.7 million Aucklanders. We offer flexible working conditions, a focus on well-being, and a culture of continuous improvement.

We are proud to be recognised for our commitment to diversity, equity and inclusion. We are accredited by GenderTick, a signatory of the Pride Pledge. These commitments reflect our ongoing efforts to create a workplace where all staff feel valued, respected, and empowered to thrive. Together, we can create a Tāmaki Makaurau we can all be proud of.

As part of our organisation, please view a range of our: benefits

If you have questions about this role, email me directly at kennedy.sua@aucklandcouncil.govt.nz

Me Tono Ināianei!: Apply Now!

Applications close 17 August 2025

#workingforauckland  #CXDesignLead  #opportunity2025

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.