Contact Energy is hiring a CX Insights and Journey Analyst

Te Tākinatanga - Our Story At Contact, we believe home is the most important place in the world. That belief shapes everything we do, from leading the energy transition to how we power Aotearoa and care for our people and communities. We’re a power, broadband, and mobile company, but we’re also investing boldly in renewable energy and smarter, more connected ways of working (mahi). Our ambition is simple: to leave Aotearoa better than we found it. Guided by our tikanga, we’re a team who care deeply about the work we do, how we support one another, and the impact we have. Simply put, we want to make homelife better. The CX Insights & Journey Analyst role sits at the heart of our retail business, helping us understand what customers experience across key journeys and turning that understanding into meaningful improvements. You’ll bring the voice of the customer into decision-making, using research, behavioural data and insights to help shape products, experiences and service across channels. This role exists to strengthen our research capability and ensure we keep lifting how we listen, learn, and act on what matters most to customers. You’ll work across a Centre of Excellence for Insights and an agile customer experience squad, connecting insight to real-world change. If you’re motivated by seeing insight turned into action, this is a role where your work will be visible and valued. Te Whiwhinga mahi | The Opportunity This is a role for someone who wants to be close to Contact customers’ real experiences, bringing insight into the moments that matter and helping teams improve them. In this role, you will: Drive customer research and insight work that supports better journeys and experiences, drawing on research, behavioural data, feedback and journey insights Translate insights into clear priorities and practical recommendations that improve experiences and create consistent brand moments Partner closely with customer experience and product teams in an agile squad environment, bringing evidence into decisions Contribute to ongoing brand and customer experience tracking, sharing what’s happening in-market and what it means Work with external research agencies and internal stakeholders to define research needs and analyse findings Ensure insights are clear, credible and decision-ready, supporting customer wellbeing and regulatory outcomes Ko wai koe | About You You bring experience in customer insights, CX analytics, or journey analysis, and you’re motivated by seeing research shape real outcomes, not just presentations. You’re comfortable moving between depth and clarity, and you know how to tailor insight for different audiences. You’ll likely thrive in this role if you bring: Experience in customer insights, customer experience analytics, or journey analysis within service-based industries Strong analytical and storytelling skills, with the ability to synthesise information from multiple sources Confidence using tools such as Excel and PowerPoint, and openness to modern research platforms and AI-enabled analytics Experience running research, including interviews and focus groups, and translating findings into action Strong stakeholder skills and the ability to influence through evidence Additional Information If you’re looking for a role where you can strengthen customer understanding, shape decision-making, and see your insights used to improve real experiences, we’d love to hear from you. We support flexible working where it works for the individual, the team and the business. This role is best suited to someone who can work flexibly from our Pōneke (Wellington) or Tāmaki Makaurau (Auckland) hubs to enable strong in-person connection and collaboration. Applications close on Friday 10th July. But just like peak demand, great talent surges early, so if this role sparks your interest, power up your application now. Contact is not a place you’ll stagnate. We are growing and offer superb learning and development opportunities along with a bunch of other perks like free health insurance cover, boosted KiwiSaver, access to Contact Shares, a ‘Good to be Home’ annual payment toward your home setup and wellbeing, a trail‑blazing parental leave policy, twice‑yearly payments towards our products if you’re a Contact customer, and more. We love a good story at Contact. If you’ve got one that connects with this role, send it our way. Here at Contact Energy (Te Mata Hiko), we know our strength lies in developing a sense of belonging - one that helps us attract and retain people with a broad range of perspectives and experiences. We’re committed to creating a workplace where everyone feels valued, respected, and empowered to bring their whole selves to work. Our goal is to reflect the diversity of our customers and communities to help build a better Aotearoa New Zealand. We have a rich community of talented people that we support to thrive at Contact. Our inclusive hiring process is designed to embrace the diversity of Aotearoa New Zealand, ensuring a wide range of perspectives are included in our decision-making and helping reduce bias along the way. The wellbeing of our kaimahi is super important to us. We use employee insights to offer a range of initiatives and resources to support physical, mental, financial and emotional wellbeing – including flexible working arrangements, employee network groups and a market-leading parental leave policy. At Te Mata Hiko, we want everyone to thrive. We welcome applicants far and wide - of every age, stage, background, and pride. Join us and be part of a team that values your passion and attitude just as much as your experience and skills. Please note, only candidates with the right to live and work in New Zealand will be considered for this role. Research shows that while men apply to jobs where they meet 60% of the criteria, women and those in underrepresented groups tend to only apply if they tick every box. We're not about box ticking, so if you think you have what it takes but don't meet everything stated above, please still get in touch. We'd love to kōrero. Te Mata Hiko (Contact Energy) does not accept any CVs received from recruitment agencies where a formal engagement has not been confirmed and agreed to with our Talent team. In the event that unsolicited CVs are submitted by recruitment agencies, Te Mata Hiko (Contact Energy) reserves the right to contact these candidates directly and consider them for current/future vacancies without any financial obligation to the recruitment agency in question. This will also apply to any CVs sent directly to line managers.