Senior Insights Manager

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 As a Senior Customer Insights Manager in our Customer Experience team, you’ll play a key role in leading the development and delivery of strategic and operational customer insights, across priority customer journeys, translating the voice of the customer into clear priorities and action. Bringing together customer research and behavioural, operational and commercial data to identify and prioritise pain points, understand the drivers of advocacy and dissatisfaction, and evaluate the customer impact of initiatives. You will provide decision-ready insights and recommendations to customer forums and senior stakeholders, the role influences investment, initiative design and delivery decisions to improve customer advocacy. Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours. Role Location : Auckland or Wellington Role Type: Permanent Hours: 37.5 Ka aha tō rā e kite ai? - What will your day look like? The Senior Customer Insights Manager position is a dynamic and impactful role with a broad range of responsibilities. Some of your day-to-day activities may include the below: Turning customer feedback, research and performance data into actionable insights that shape strategy, improve experiences and deliver better outcomes for our customers. Lead ANZ's Customer Insights roadmap, aligning priorities with strategic objectives and customer outcomes. Partner with senior leaders as a trusted advisor, using customer insights to inform business decisions and priorities. Champion customer-centric thinking and embed the voice of the customer across the organisation. Strengthen ANZ's customer listening capability, leveraging Qualtrics and other data sources to uncover meaningful insights. Identify customer trends, opportunities, risks and drivers of advocacy, loyalty and customer effort. Translate complex data into clear, compelling stories that influence action and deliver measurable outcomes. Monitor customer experience metrics, including NPS, and partner with stakeholders to prioritise high-impact improvements. Evaluate the effectiveness of customer-led initiatives and drive continuous improvement. Build strong relationships across product, channel, transformation and business teams, influencing decisions through evidence-based insights. Represent the customer perspective in strategic planning, governance forums and key business initiatives. This position offers flexibility and creativity—you’ll be encouraged to bring your unique perspective and flair to make the role your own. Ōu Pūkenga? - What will you bring? To grow and be successful in this role, you will ideally bring the following: Strategic thinking, with the ability to connect insights across business areas, customer journeys and data sources. Strong analytical curiosity and the ability to synthesise qualitative and quantitative evidence into meaningful insights. Exceptional storytelling skills, translating complex information into clear, actionable recommendations for senior audiences. Strong research acumen, including experience designing and applying qualitative and quantitative approaches. Commercial acumen and the ability to connect customer outcomes with business priorities and value. Highly developed stakeholder management and influencing skills, with experience building trusted relationships across diverse groups. You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you. He aha te take e uru ai koe ki a mātou? - So, why join us? (External) From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive. But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and community you need to take the next big step in your career. We're a diverse community at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more. At ANZ you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce. Kua wātea te katoa ki te tono. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with an access requirement or disability, let us know how we can provide you with additional support. To find out more about working at ANZ visit https://www.anz.co.nz/careers/ .You can apply for this role by visiting ANZ Careers and searching for reference number 125221. Te Rā Ōtinga - Job Posting End Date 08/11/2026, 11.59pm, (NZ)