Customer Insights Leader

3 days ago


Auckland, Auckland, New Zealand New Zealand Post Full time
Unlocking Customer Value through Data-Driven Decision Making

We're seeking an experienced leader to drive data-driven decision making and strategic planning within our Customer Service teams.

You'll be responsible for leading a team of analysts and workforce planners in extracting meaningful insights from data and translating them into actionable recommendations that enhance performance.

The successful candidate will have a proven track record of driving business outcomes through data analysis and strategic planning, as well as strong leadership and communication skills.

Key Responsibilities:

  • Lead a high-performing team of analysts and workforce planners in extracting insights from data and providing actionable recommendations.
  • Oversee key initiatives such as customer service metrics, NPS, and performance reporting.
  • Develop and implement workforce planning strategies to ensure service demands are met.

Requirements:

  • Proven experience in data analysis and strategic planning within a call centre type environment.
  • Strong technical knowledge including SQL and advanced Excel skills.
  • Ability to create data visualisations that communicate complex insights to non-technical stakeholders.
  • Comfort in presenting data to business leaders and influencing decision-making.


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