CX Insights and Journey Analyst

Te Whiwhinga mahi | The Opportunity  

This is a role for someone who wants to be close to Contact customers’ real experiences, bringing insight into the moments that matter and helping teams improve them. 

In this role, you will: 

• Drive customer research and insight work that supports better journeys and experiences, drawing on research, behavioural data, feedback and journey insights 

• Translate insights into clear priorities and practical recommendations that improve experiences and create consistent brand moments 

• Partner closely with customer experience and product teams in an agile squad environment, bringing evidence into decisions 

• Contribute to ongoing brand and customer experience tracking, sharing what’s happening in-market and what it means 

• Work with external research agencies and internal stakeholders to define research needs and analyse findings 

• Ensure insights are clear, credible and decision-ready, supporting customer wellbeing and regulatory outcomes