CX Insights and Journey Analyst

Job Description TeWhiwhingamahi | The Opportunity This is a role for someone who wants to be close to Contact customers’ real experiences, bringing insight into the moments that matter and helping teams improve them. Drive customer research and insight work that supports better journeys and experiences, drawing on research, behavioral data, feedback and journey insights Translate insights into clear priorities and practical recommendations that improve experiences and create consistent brand moments Partner closely with customer experience and product teams in an agile squad environment, bringing evidence into decisions Contribute to ongoing brand and customer experience tracking, sharing what’s happening in market and what it means Work with external research agencies and internal stakeholders to define research needs and analyze findings Ensure insights are clear, credible and decision‑ready, supporting customer wellbeing and regulatory outcomes Qualifications Kowaikoe | About You You bring experience in customer insights, CX analytics, or journey analysis, and you’re motivated by seeing research shape real outcomes, not just presentations. You’re comfortable moving between depth and clarity, and you know how to tailor insight for different audiences. Experience in customer insights, customer experience analytics, or journey analysis within service-based industries Strong analytical and storytelling skills, with the ability to synthesize information from multiple sources Confidence using tools such as Excel and PowerPoint, and openness to modern research platforms and AI‑enabled analytics Experience running research, including interviews and focus groups, and translating findings into action Strong stakeholder skills and the ability to influence through evidence Benefits & Working Arrangement Additional Information Flexible working to support the individual, the team and the business Work flexibly from our Pōneke (Wellington) or Tāmaki Makaurau (Auckland) hubs to enable strong in‑person connection and collaboration Free health insurance cover, boosted KiwiSaver, access to Contact Shares, a ‘Good to be Home’ annual payment toward your home set‑up and wellbeing Trail‑blazing parental leave policy Twice‑yearly payments towards our products if you’re a Contact customer, and more Only candidates with the right to live and work in New Zealand will be considered for this role. #J-18808-Ljbffr