Senior Data Analyst - Voice of Customer

About the role

ANZ is looking for a Senior Data Analyst for its Voice of Customer (VoC) programme within the Customer Experience team. The role sits at the heart of ANZ's customer listening and journey measurement, connecting teams, data and insights to strengthen listening, improve measurement and governance and build a more integrated customer intelligence capability. It is based in Auckland or Wellington, permanent, 37.5 hours per week.

Key responsibilities

• Shape how ANZ listens to customers, making sure feedback, data and insights are captured, connected and turned into action
• Work with the VoC Programme Manager and stakeholders to set listening priorities and requirements
• Translate customer, business and experience needs into requirements for VoC measurement and listening solutions
• Identify opportunities to improve listening across journeys, channels and key customer moments
• Help design and evolve the customer journey measurement framework
• Act as the link between Customer Insights, Data, Technology and Delivery teams to coordinate new listening capabilities, surveys and integrations
• Support the delivery, testing and maintenance of VoC solutions, including data, triggers and reporting
• Drive continuous improvement of listening, automation and programme efficiency
• Monitor data quality, measurement standards and governance requirements
• Embed customer feedback into business decisions and improve customer outcomes

Required profile

• Solid experience in data analysis or a similar data-focused role
• Strong experience gathering business and data requirements
• Experience with data integrations and data pipeline requirements
• Ability to analyse and transform customer and operational datasets
• Understanding of customer listening, journey measurement and Voice of Customer measures
• Experience supporting survey data, sampling, customer eligibility or trigger requirements
• Strong stakeholder engagement and communication skills across programme, research, insights, business, data and technology teams
• Experience with enterprise technology and project delivery teams
• Understanding of data governance and privacy requirements

Required skills

• Data management: mapping, transformation and joining with SQL or Python
• Data quality, testing, validation and quality assurance
• Customer experience management platforms such as Qualtrics, Medallia or similar

Candidates do not need all of these skills; a growth mindset is valued. Applications are made through the ANZ careers site using reference number 126599.