Customer and Community Insights Lead

He angitūtanga: The opportunity

Auckland Council’s Insights team has an exciting opportunity for a permanent, full-time Customer and Community Insights Lead to join the team. This role is based in the city centre, with flexibility to work from home or a local Council hub.

Reporting to the Insights Manager, you’ll play a key role in shaping how we listen to and learn from Aucklanders. You’ll lead the delivery of high-quality insights through our enterprise-wide customer experience (CX) survey programme and wider opinion research——ensuring the voice of Aucklanders informs services, policies and other key decision-making.

This role combines technical leadership with strategic impact. You’ll oversee the governance of our CX insights platform, support a range of internal stakeholders, and drive continuous improvement through robust data and research. If you're passionate about customer experience, evidence-based decision-making, and creating meaningful change, we’d love to hear from you.

In this role, you can expect to:

•    Lead the development of customer, citizen and community insights to support organisation-wide strategy and decision-making
•    Manage Auckland Council’s CX survey programme, overseeing workflows, integrations, and dashboards to deliver timely, actionable insights
•    Design and analyse quantitative research, translating complex data into clear, evidence-based recommendations
•    Work with business partners and suppliers to design research that delivers value
•    Drive innovation in insights by testing new tools, expanding methods, and integrating emerging technologies for continuous improvement

He kōrero mōu: About you

We’re looking for someone with strong quantitative research expertise and hands-on experience with tools like Qualtrics—from survey design and analysis to dashboarding and platform governance. You’ll bring knowledge of methods, sampling strategies, and best practices for CX or tracking studies. Experience with workflow configuration or text analytics is a plus.

Your ability to present complex data in a clear, actionable way will help teams across the organisation make informed, customer-centric decisions.

You’ll be a confident communicator with excellent interpersonal skills, able to build trusted relationships across diverse teams. Self-motivated and detail-oriented, you’ll thrive in a fast-paced environment where managing multiple projects and priorities is the norm. Most importantly, you’ll bring a passion for public service and a genuine commitment to amplifying the voice of Aucklanders.

We’re particularly interested in candidates with:
•    Significant experience in market research, survey design and data analysis—ideally within a public sector or local government context
•    Experience managing large-scale research projects or survey panels

We still encourage you to apply even if you don’t meet every requirement.

Ngā āhuatanga kei a mātou: What we offer

Auckland Council is the largest local government council across Oceania, serving over 1.7 million people and contributing towards making Tāmaki Makaurau a world-class city.

We offer a range of employee benefits and proudly support flexible working options where possible. 

Help us make a difference to Tāmaki Makaurau.

Me Tono Ināianei!: Apply Now!

Applications close: 11 June 2025
Find a copy of the position description HERE

Salary Range: $100-118k

If you have any support or access requirements, please advise us when submitting your application so we can assist you.

Our employer Kiwisaver contribution is additional to base salary offered.

Please note: we advertised this role as a Customer and Community Insights Lead to better target our audience. This role is called Insights Programme Lead 

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.