Senior Customer Insights Specialist

Te Whiwhinga mahi | The opportunity

Here at Auckland Transport (AT) we are taking Auckland's transport system into the future, connecting our city to give Kiwis easy journeys.

It's an incredibly exciting time for AT and we have some important work to do to improve the experiences of our people and our customers. We are seeking a Senior Customer Insights Specialist to embed the voice of the customer into strategic decision-making and help shape initiatives that deliver better outcomes for Aucklanders.

This integral role is responsible for the delivery of insights that deepen our understanding of what is important to customers, identify and size customer pain points, identify ways to improve customer journeys and implement smart voice of customer research programmes to measure success.

Key Tasks and responsibilities include:

• Design and deliver strategic customer research programmes that inform key business decisions, improve customer experiences, and drive behaviour change.
• Establish and maintain robust customer experience metrics to size customer pain points and track the realisation of customer benefits across major initiatives.
• Generate compelling customer stories and actionable insights using qualitative and quantitative research.
• Lead end-to-end research projects, from scoping and design through to analysis, synthesis, and presentation of insights tailored to different audiences.
• Partner with stakeholders across the business to clarify needs, translate business problems into research questions, and support evidence-based decision-making.
• Manage research suppliers, project budgets, and delivery timelines as required.
• Mentor and coach team members, building capability and ensuring high-quality delivery across the insights function.
• Craft clear, compelling insight narratives and recommendations that influence senior leaders and multi-disciplinary audiences.
• Curate an insights knowledge base so research learnings are reusable, discoverable, and consistently applied.
• Continuously evolve research practice by embedding innovative, responsive, and emerging methodologies (including appropriate use of AI) to deliver timely feedback.

Nā tāu rourou | What will you bring?

We’re looking for an experienced researcher and passionate customer advocate who can deliver actionable insights that drive positive business outcomes.

You will bring:

• Strong stakeholder management and consulting skills, with the ability to influence, challenge constructively, and partner effectively with senior and multi-disciplinary stakeholders.
• Proven experience designing and delivering end-to-end qualitative and quantitative research programmes in complex organisational environments.
• The ability to translate business problems and data into clear, compelling insights that inform decision-making.
• Excellent written and verbal communication skills, with strong storytelling and data visualisation capability.
• Experience across a broad range of research areas, including brand and reputation, customer segmentation, product and service development, driver analysis, and digital channels.
• The ability to curate and steward customer insights so learnings are reusable, discoverable, and consistently applied.
• A relevant tertiary qualification (e.g. business, science, economics, or a related field).
• Experience using research and analysis tools (e.g. SPSS, Q or similar); agency and client-side experience is an advantage.
• A genuine passion for improving customer outcomes and embedding customer-led thinking.

Ko mātou tēnei | Our Organisation

At AT, we embrace inclusion and fully support building a diverse workplace where people come first and we feel safe, respected, valued and supported, inclusive of our differences. Our values are more than just words - they are integral to everything we do. Manaakitanga - We care, Tiakitanga - Safe with us, Whanaungatanga - We connect, Auahatanga - Better, bolder, together.

In addition, we also offer:

• Investment in your professional development and training
• 25% off public transport fares
• Opportunity for greater leadership and accountability
• Paid parental and partner leave
• Study assistance
• Health and wellbeing benefits
• AT Connect groups such as Mana ka Māori, Pasifika, Women@AT, and many more!

Please note that this role does not have a remote working option. All workdays are required to be on site.

Key skills/competency

• Customer Research
• Qualitative Research
• Quantitative Research
• Stakeholder Management
• Data Analysis
• Insights Generation
• Project Management
• Customer Experience (CX)
• Data Storytelling
• SPSS/Q Software