Customer Experience Insights Lead

Work options: Hybrid

Some Hybrid Working Options

Shaping our future | Kōmiria te anamata

Nelson City Council is undertaking one of the most significant local government transformations in New Zealand. Through Shaping Our Future, we’re organising ourselves around the people and communities we serve, getting clearer about who does what, and investing in the capability we need for the years ahead. That includes customer experience, data and digital, asset planning, economic development, and contract and programme delivery, to name just a few. We’re also working more closely with iwi, neighbouring councils and other partners to deliver better outcomes for Whakatū Nelson. Our new structure is in place, and we’re now recruiting for the roles that will bring it to life.

This isn’t a one-off change. It’s the foundation for a council that keeps improving, and we’d love you to help build it.

About Nelson City Council | E pā ana ki te Kaunihera o Whakatū

We are Wakatū Nelson, a city where creativity, prosperity, and innovation thrive. Our vision is to foster a community that is inclusive, resilient, and deeply connected. Here we prioritize caring for one another and our city, building a vibrant and supportive place for everyone.

About the role | Kō tēnei tūranga mahi

We're looking for a curious, analytical and customer-focused professional to join our People & Customer Experience Directorate as our Customer Experience Insights Lead, reporting to the Head of Customer Experience.

In This Role, You'll

• Take ownership of customer query resolution and service delivery data, ensuring it's accurate, streamlined and easy to use for timely, effective decision-making.
• Lead the collection, analysis and reporting of customer feedback, service data and trends across Council, promoting a consistent, evidence-based approach to customer-focused decision-making.
• Develop and maintain clear, accessible reporting and dashboards to support understanding of customer experience across Council.
• Generate practical, actionable insights that inform decision-making, risk management and service improvements, working with teams to prioritise opportunities based on data and customer impact.
• Monitor and evaluate the impact of service changes, using insights to help anticipate and respond to customer needs and identify emerging issues or trends.
  
  

About you | Ko ngā pūmanawa ō

You take ownership of complex work, combining strategic awareness with pragmatism — able to dig into detail while keeping sight of the bigger picture. You collaborate and influence effectively across Council, lead projects with clarity, and act with integrity, mentoring others and sharing knowledge to help build a culture of learning and shared success.

What you'll bring

• Experience in data analysis, insights, customer experience or a related field.
• Experience developing reporting tools or dashboards to support decision-making.
• Strong analytical skills, with the ability to interpret qualitative and quantitative information and draw meaningful conclusions.
• Ability to translate complex information into clear, practical insights for a range of audiences.
• A relevant tertiary qualification or equivalent practical experience in customer experience, data analysis or a related discipline.
• Knowledge of customer experience measurement or service improvement approaches, and an understanding of reporting and business intelligence tools
  
  

What we offer | Ko ngā painga mōu

• Wellbeing leave, platforms and initiatives
• A fully subsidised health insurance scheme
• A flexible workplace including hybrid working arrangements to support work-life balance
• Generous leave provisions
• Learning and professional development opportunities
• Access to various employee benefits and discounts
• Opportunities to contribute to meaningful projects that shape our community's wellbeing and future
• Mountains, beaches and national parks at your doorstep
  
  

At Nelson City Council, we are committed to fostering a diverse, equitable, and inclusive workplace where everyone feels safe, valued, and has a true sense of belonging. We welcome applications from people of all backgrounds, including those from diverse ethnicities and cultures, LGBTQ+ communities, neurodivergent individuals, and people with disabilities. If you require any assistance with your application, please don’t hesitate to get in touch.

Applications close | Rā whakakapi

Midnight Wednesday 4 November 2026.

For further enquiries | Ina he pātai anō, whakapā mai

For questions relating to the role, please email Matt.lorraine@ncc.govt.nz