Customer Voice and Insights Specialist

About the role

Sky New Zealand is looking for a Customer Voice & Insights Specialist to join its Customer team in Auckland. Reporting to the Customer Experience & Voice Lead, you will help the organisation listen to, learn from, and act on the Voice of the Customer across TV, broadband, streaming and sports services.

Key responsibilities

• Support and evolve Sky’s Voice of the Customer (VoC) programme, reporting and insight capability.
• Define problems and quantify opportunities using customer, business and operational data.
• Ensure data integrity, governance and consistency across all reporting and analysis.
• Leverage AI, automation and emerging technologies to accelerate insight generation.
• Communicate insights through dashboards, storytelling and presentations.
• Partner with Product, UX, Digital and Operations teams to embed customer‑led decision making.
• Champion the customer voice and uplift insight capability across the organisation.

Required profile

• Curious, analytically rigorous and commercially astute.
• Hands‑on experience in customer insights, Voice of the Customer or digital analytics.
• Proven ability to translate complex data into clear, actionable recommendations and compelling narratives.
• Experience in entertainment, streaming, telco or subscription‑based industries is a plus.

Required skills