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Senior CX Analyst

Senior CX Analyst

Req ID:  103563
Department:  Segments
Division:  New Zealand
Location:  New Zealand

Ko Mātou – About Us

 

Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. At ANZ, we’re shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers. 

Mō te tūranga - About the role

 

We’re looking for a curious and collaborative Senior Customer Analyst to join our Customer Experience Centre of Excellence. Analyses customer data to uncover trends, resolve issues, and delivers insights across the business to Product, Marketing, Customer Services, and Customer Experience teams. This is a fantastic opportunity to help us understand what matters most to our customers and turn those insights into meaningful change.

 

Role Location: This role can be based in Wellington or Auckland

Role Type: 12-month Secondment

Hours:  Standard 37.5 hours

Ka aha tō rā e kite ai? - What will your day look like

You will be responsible for: 

 

  • Data collection & preparation: Gathering data from various sources (e.g., customer surveys, customer complaints, sales reports, operational data), cleaning it to ensure accuracy, consistency, and integrity.
  • Customer analysis: Analysing customer survey feedback and behavioural data to identify opportunities to improvement customer experience.
  • Reporting & data visualization: Creating reports, dashboards, graphs, and other visualizations to communicate findings to executive stakeholders in a clear, concise manner.
  • Performance monitoring: Defining, tracking, and reporting on key performance indicators (KPIs) related to customer engagement, customer satisfaction, retention, and loyalty (NPS).
  • Strategic collaboration: Working closely with cross-functional teams (Customer experience, Marketing, Product, Customer Service) to determine insights needs.

Ōu Pūkenga? - What will you bring?

We’re looking for someone who brings:

 

  • Analytical and problem-solving skills: The ability to interpret data and use it to find solutions. 
  • Ability to break down complex problems, question assumptions, and identify root causes and trends.
  • Technical proficiency: Knowledge of customer support software, data analysis tools, and other relevant systems. Familiarity with tools like SAS, R, Python, SQL, Tablet, Qualtrics or Medallia
  • Attention to detail: Meticulousness to ensure data accuracy and reliable analysis.
  • Empathy: The capacity to understand and relate to the customer's perspective.
  • Excellent communication skills: Strong verbal and written abilities for reporting findings and interacting with stakeholders.

Te Rā Ōtinga - Job Posting End Date

Sunday 16 November at 11.59pm (NZ)

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