Senior Customer Insights & Experience Advisor

• Lead customer insights and experience programmes across key Council services
• Turn data into action to improve customer journeys and service delivery
• Work with diverse stakeholders to embed a customer-centric culture

He angitūtanga: The opportunity

Auckland Council’s Resilience & Infrastructure division has an opportunity for a Senior Customer Insights & Experience Advisor to join the Stakeholder & Partnerships team.

This is a pivotal role, responsible for running customer insights and experience programmes – including survey design and delivery – to ensure our services meet the needs of our communities.

This hybrid role is based three days a week at our Albert Street office, with two days working from home.

This role will see you:

• Design and deliver department customer experience and survey programmes that inform better services
• Analyse customer feedback and data to produce actionable insights for service improvements
• Lead customer experience projects from concept to delivery
• Champion and embed a culture of customer-centricity across the division
• Support and advise on CX projects and change initiatives to ensure positive customer outcomes

He kōrero mōu: About you

You’ll bring experience in customer insights or customer experience roles within large, complex, and ideally public sector organisations. You’re comfortable running survey programmes end-to-end, interpreting data, and communicating insights to inform decision-making.

We are looking for someone with:

• 5+ years’ experience in insights, CX, or customer-focused research
• Strong skills in survey design, data analysis, and Excel (Power BI is also an advantage)
• Experience leading CX projects/programmes
• Commitment to te ao Māori and culturally responsive engagement

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. You’ll have access to a range of fantastic Auckland Council benefits, EAP services, an Oranga Day and discounted Leisure Centre membership and a range of other partnership discounts!

View a snapshot of some of our employee benefits here: https://drive.google.com/file/d/1bk7WGJT_t7vY7iKAiqd0YPS0C73-ZTtM/view?usp=sharing

We are a diverse organisation – we value diversity in our thinking, and we can only achieve that with a diverse team!

Ehara taku toa, he takitahi, he toa takitini - My success is not mine alone, but the success of many.

Tono Mai: Apply Now!

You can find the position description here

Applications close: Wednesday 3rd September 2025

Please note: Qualification Checks will be conducted along with other relevant pre-employment checks required for employment with Auckland Council.

Our employer Kiwisaver contribution is additional to base salary offered.

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.
 

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