Senior Insights Manager

About the role

ANZ is looking for a Senior Customer Insights Manager within its Customer Experience team. The role leads the development and delivery of strategic and operational customer insights across priority customer journeys, turning the voice of the customer into clear priorities and actions. It combines customer research with behavioural, operational and commercial data to identify pain points, understand the drivers of advocacy and dissatisfaction and evaluate the customer impact of initiatives. The position is based in Auckland or Wellington, permanent, 37.5 hours per week.

Key responsibilities

• Turn customer feedback, research and performance data into actionable insights that shape strategy and improve customer experience.
• Lead ANZ's Customer Insights roadmap, aligning priorities with strategic objectives and customer outcomes.
• Partner with senior leaders as a trusted advisor, using customer insights to inform business decisions.
• Strengthen customer listening capability using Qualtrics and other data sources.
• Identify customer trends, opportunities, risks and drivers of advocacy, loyalty and customer effort.
• Monitor customer experience metrics such as NPS and prioritise high-impact improvements.
• Evaluate the effectiveness of customer-led initiatives and drive continuous improvement.
• Represent the customer perspective in strategic planning, governance forums and key business initiatives.

Required profile

• Strategic thinking, connecting insights across business areas, customer journeys and data sources.
• Analytical curiosity and the ability to synthesise qualitative and quantitative evidence.
• Commercial acumen, linking customer outcomes with business priorities and value.
• Stakeholder management and influencing skills, with experience building trusted relationships across diverse groups.
• Most of these skills are expected; a growth mindset is valued.

Required skills

• Strong research acumen, including designing and applying qualitative and quantitative approaches.
• Exceptional storytelling skills, translating complex information into clear recommendations for senior audiences.
• Experience with Qualtrics is mentioned as part of strengthening customer listening.

Flexible working arrangements are available, and the application closes on 8 November 2026.