Customer Experience Insights & Analytics Manager

At IAG, we’re ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible. 

Set the direction for customer insight at IAG New Zealand. 

As the Customer Experience Insights & Analytics Manager, you’ll lead how customer insight is defined, delivered and used across the retail customer lifecycle. 

Bringing together Customer Experience insights, Voice of Customer and analytics, you’ll provide the technical leadership and direction required to lift insight quality and impact across the organisation. Acting as the senior insight authority, you’ll guide teams on what great insight looks like, translate complex analysis into compelling stories, and partner closely with leaders to ensure customer evidence informs priorities, investment decisions and experience design. 

This role is suited to a senior customer insight leader who has operated at enterprise or function‑lead level and is ready to apply that experience in a complex, customer‑centric environment.

This is a permanent full-time role based in Tāmaki Makaurau (Auckland), Ōtautahi (Christchurch) or Te Whanganui-a-Tara (Wellington). 

Ngā Mahi Hei Whakatutuki Māu | What You'll Do 

• Set the technical direction and standards for customer insight, defining what high‑quality insight looks like and how it should be delivered. 

• Lead and develop CX insights, analytics and Voice of Customer teams, building strong technical capability and commercial thinking. 

• Bring together CX insights, Voice of Customer and analytics into a coherent, integrated approach across the retail customer lifecycle. 

• Act as the senior insight authority for the function, operating with delegated responsibility to set standards, guide teams and represent customer insight in senior forums. 

• Partner closely with senior leaders across Retail, Digital, Claims, Service & Renew and Marketing to shape decisions through clear, evidence‑based customer insight. 

• Translate complex customer, behavioural and voice analytics into compelling stories and recommendations leaders can confidently act on. 

• Lift organisational maturity in how customer insight is trusted, applied and embedded in prioritisation and investment decisions. 

Ōu Pūkenga me ōu Wheako | What You'll Bring 

•  Extensive experience in customer insights, CX analytics, research or customer analytics within complex, matrixed organisations. 

• Proven experience operating at function or enterprise level, setting direction, standards and technical approach rather than focusing solely on delivery. 

• Deep expertise in CX measurement, customer research, behavioural and voice analytics, with strong judgement on insight quality and rigour. 

• Confidence acting as a senior delegate and advisor, representing an insight function and influencing decisions with credibility at executive level. 

• Strong storytelling and communication capability, translating complex analysis into clear, compelling narratives that drive action. 

• Demonstrated people leadership experience, building and developing high‑performing, technically strong teams. 

• Sound commercial acumen, connecting customer evidence to business performance, priorities and investment decisions. 

Tā Mātau ki a Koutou| What We Offer 

• Boosted KiwiSaver with 4.5% employer contribution and life insurance as standard. 

• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you). 

• Work from home and many more flexibility options with myFlex. 

• Up to 50% off personal insurance, including home and motor insurance. 

• Annual $500 health & wellbeing payment. 

• 14 Weeks paid parental leave. 

• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.