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Customer Insights Analyst

Housing New Zealand Corporation
Job Category:
Community Services
Auckland - Manukau
Job Type:
Ongoing - Full Time
Posted Date:
Closing Date:
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Job Description

  • Full-time, permanent role
  • Based in either our Manukau or Porirua offices
  • Annual salary of $83,025 plus five weeks' annual leave

About Housing New Zealand

Housing New Zealand Corporation is a Crown agent that provides housing services for people in need. It isn't just about getting a roof over people's heads - we also work closely with others to ensure our tenants have access to good support services.

Our Values - Kotahitanga - One Team

Housing New Zealand has important work to do and our aspirations are big. We believe that people do their best within an environment of trust, care, contribution, humility and learning. We also do our best when we take personal responsibility to achieve our shared vision and maintain a working environment we are proud of.

The values that drive us are:

  • we trust each other and share ownership
  • we care about each other as people
  • everyone's contribution matters
  • we are humble and genuine
  • we continually learn and innovate.

The role

Our vision is 'Building lives and communities by housing New Zealanders'. To help us achieve this we are currently recruiting for an Analyst based at one of our Customer Support Centres, that will be responsible for the delivery and administration of our SMS and post call customer surveys, producing analysis and reporting, and identifying gaps in our process and Knowledge base content.

Working with cross functional teams within the group and Housing New Zealand, the Customer Insights Analyst will be forward thinking in championing the voice of the customer in the strategic planning and frontline service delivery of the Customer Support Group.

What you'll need to bring:

  • Confident in Excel, ability to manipulate raw data to produce concept reports for dash board development
  • Understanding of HNZ customer support services and processes would be an advantage
  • Ideally three years' minimum or appropriate experience in a Customer Service Analyst role
  • Experience of developing reporting dashboards with third BI Analysts and third party providers
  • Demonstrate knowledge of the public sector / government department trends in utilising voice of the customer analytics in customer support centres

What we offer

We offer competitive salaries and five weeks annual leave for all new starters as well as a benefits package including a range of insurances, flexible working arrangements and career development.

These benefits are described in more detail here

We provide a working environment with opportunities for self-development and new challenges. If you'd like to join a team of professionals who are passionate about people, improving the quality of the lives of our tenants and giving something back to the community we would love to hear from you.

To learn more about us and the work we do click here

To apply please follow the online process.

The reference code for this position is 47811GJO.

To see a copy of the position description and apply for the job, go to

To find out more about this opportunity please contact the HR Service Centre at

Applications close at 5.00pm on Monday, 27 May 2019.

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, nationality, gender, sexual orientation, age, marital status, or disability.

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