Customer Insights Lead

2 weeks ago

Wellington City, New Zealand Z Energy Full time

Customer Insights Lead / Kaiārahi Whakamōhiotanga Kiritaki

3 Queens Wharf, Wellington Central, Wellington 6011, New Zealand
Full-time

**Company Description**

We believe that if we want to be a world class Kiwi Company, we shouldn’t just employ people, divide them into functional departments and tell them what to do. Instead, we defined a purpose - to solve what matters for our customers and their moving world - and go about achieving this by setting clear goals and expectations and embracing diversity of thought.
At Z, Customer Experience is at the heart of everything we do - our strategy, capability development and investment decisions. We're creating and continually developing products and digital channels our customers will love and that make their lives easier.

Here at Z we love data and using it to create awesome products and experiences for our customers. Joining the Z whānau will see you connect across our business, working with the Marketing team, Product Design team, Low Carbon Future team - anywhere in the business that can use data to inform their decisions.
Partnering with external agencies you will interpret requests from Z and provide guidance on success measures, using your creativity and curiosity to seek out what matters to our loyal and potential customers and ensuring the quality of data received is second to none.
**This role can be located in either Auckland or Wellington.**
**You will have the opportunity to**
- Strategise and deliver on research requests and own the measurements of Z’s customer experience as well as leading ad-hoc requests and customer insight projects
- Use your relationship building, negotiating and influencing skills through managing internal stakeholders and our external partner relationships
- Ensure the research provided informs our planning processes and aligns with our product and brand strategies
- Track and playback the performance of initiatives, both highlighting successes and identifying opportunities for optimisation
- Work with Analytics, Finance, Marketing, Product, and CX and other teams to generate insights and fact-based recommendations to support strategic decision making

**Qualifications**

**What you’ll bring to Z**
- Experience in a research focused role within a commercial and fast paced environment
- Exposure to both vendor and client-side environments
- High level of data and numerical literacy required
- Advanced Excel and presentation skills in order to wrangle and share data
- It would be advantageous if you have energy or food and beverage industry experience
- A strong customer service mindset to keep their experiences front of mind
- A great teamwork ethic, this role will see you work across Z with a range of stakeholders
- The curiosity and tenacity to go beyond the obvious metrics and solutions and demonstrate abstract thinking

And of course, you’ll be passionate about what matters to Z, embracing and living our values to help us deliver on our aspirations and broader commitment to Aotearoa New Zealand.

**Additional Information**

**What we can offer you**
- A competitive remuneration package including short-term incentive (bonus) plan, medical insurance for you and your family, enhanced employer contribution for KiwiSaver
- Generous leave provisions including enhanced sick leave, parental leave benefits and the option to buy additional leave
- The balance of hybrid working, enjoy some of your week at home and some in our welcoming office space
- The opportunity to contribute and be part of a supportive team that is here to make a difference
- A chance to build your own capability through learning from some the industry’s most knowledgeable people who have a desire to share their insights along with access to upskilling opportunities and career development across the organisation
- Two days a year to do Good in your Hood, though our volunteering scheme, a chance for you to help others in your community in a meaningful way to you

The base salary range for this role is $127,415 to $149,900 per annum, plus 15% bonus based on company performance, a 5% KiwiSaver employer contribution and health insurance through Southern Cross
**Why Z?**
Z is a dynamic and innovative Kiwi company that provides energy solutions for today while working on playing our part in Aotearoa’s shift towards a low-carbon future - a transition that we’re passionate about.
Being proudly Kiwi, we’re up for challenging the status quo, stand-up for what we believe is right and most importantly, we back our team to bring their true selves to work every day. Our flexible working approach and Rainbow Tick and Gender Tick accreditations - backed by our strong company values, Stand Up Tū Kaha, Speak Out Tū Maia, Side by Side Tū Kotahi - have created an open and inclusive workplace that promotes personal development, and is underpinned by a desire for our people and our communities to succeed.
We’re distinctive in our approach and if you’re up

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