Customer Insights Lead

About the Role We’re looking for a Customer Insights Lead to help us better understand how business customers engage with our digital channels and turn those insights into meaningful improvements. Working closely with our Customer Experience Manager, you’ll bring together behavioural data, customer feedback, and journey insights to identify pain points, uncover opportunities, and help prioritise initiatives that will have the greatest impact on customer outcomes. This role is ideal for someone who combines strong analytical capability with commercial thinking and a genuine curiosity about customer behaviour. You’ll be comfortable working with digital performance data, translating complex insights into clear recommendations, and partnering with stakeholders across the business to influence decision‑making. If you’re passionate about using data to create better customer experiences and can connect customer needs with tangible business outcomes, we’d love to hear from you. Key Responsibilities Create customer value through bespoke insights — lead engagements such as sector benchmarking, margin analysis, cash conversion and working capital optimisation, and pricing strategies. Produce customer‑ready artefacts that become central to RMLED conversations. Run discovery with customers to translate goals into robust hypotheses and measurable outcomes. Enable Relationship Managers (RM’s) and the distribution network — build toolkits including prospecting models, opportunity heatmaps, portfolio risk signals, and churn/retention indicators. Partner across Product & Strategy — inform product roadmaps and pricing via behaviour analysis, elasticity testing, and segment economics; support strategic priorities with decision‑ready insights, clear measurement plans, and scenario modelling. Deliver market, sector, and competitive intelligence — maintain a view of macroeconomic drivers, produce sector scorecards and execready synopses, and translate external signals into internal playbooks. Tell the story, influence the decision — turn complex analysis into crisp narratives and practical recommendations for senior leaders and customers whilst building trusted relationships across Distribution, Product, Credit, Operations, Risk, and Finance. Measure impact and improve continuously — define success metrics, track leading and lagging indicators, build feedback loops with RM’s and customers, and curate a reusable library of proven plays, templates, and sector insights. What You Will Bring Over 5 years of experience in customer insights, analytics, strategy, or consulting—ideally within banking or B2B—along with a strong track record of partnering with customer‑facing and product teams to influence senior stakeholders. Commercial acumen enabling interpretation of financial statements and translation of complex data into insights that drive growth, profitability, pricing, working capital efficiency, CLV, and risk‑adjusted returns. Exceptional data storytelling skills, confidence presenting to executives and customers, and proficiency at facilitating workshops and supporting RM enablement. Technical proficiency in SQL, advanced Excel, and a leading BI tool (preferably Power BI), capable of producing simple, accurate, and actionable dashboards and insight packs; exposure to predictive modelling tools such as Python, R, or SAS. Ability to work in ambiguity, delivering bespoke solutions while building repeatable frameworks and maintaining a strong focus on adoption and measurable impact. Degree in a quantitative, business, or economics discipline, with postgraduate study considered an advantage. Benefits 4 weeks standard holiday + 5 additional days of wellbeing leave. Additional purchased leave options up to 4 weeks per year. Banking benefits and insurance discounts. Career growth – promotion of internal capability and recognition programmes for star performers. Generous parental leave – top‑up government paid parental leave. School holiday subsidy to help balance work and family during school holidays. 2 volunteer days per year. Diversity and Inclusion We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities. Your attitude and passion are as important to us as your experience, qualifications and capabilities. The people of Aotearoa, New Zealand hail from many cultures and backgrounds, and we draw on this diverse talent pool to cultivate a team rich in ability and empowered to reach its full potential. #J-18808-Ljbffr