Customer Insights Lead

Commercial · Christchurch, Canterbury
Department Commercial
Employment Type Full-Time
Minimum Experience Experienced

Why Enable? 

As a locally owned business, we aim to reflect the wider diverse community that we serve. At Enable, inclusion and diversity are at the centre of what we do, and one of our four core values is to ‘Show the Love’. It determines the way we think, who we employ and how we work together and with our community. We encourage our people to bring their authentic selves to work, creating a safe, inclusive and innovative environment for our people and our customers. 


Enable would be nothing without the passion our people have for the work we do. We believe in empowering our team and giving them the tools, they need to Smash Boundaries’ and create new outcomes that delight our customers. So, why would you want to become an Enable person? Were working on some great initiatives for our community, but we also look after our people too. 


Enable is a living wage employer and offers a benefits package including a fibre broadband allowance, wellbeing and sustainability allowance and an extra day off per year to attend volunteer days, for your birthday or just to relax!  We believe our people do their best work where, when and how it suits them, so our flexible working arrangements are as flexible as they can get.  

Alongside our owners, the Christchurch City Council, we are committed to being net carbon neutral in our operations by 2030. We also want to operate our business in a sustainable way so future generations can continue to thrive. Our office is rated a green star 5 and we’re investing in smarter tools and systems to reduce our waste and resource consumption. 

 

We enjoy every moment that we spend ‘Connecting our Community with Unlimited Opportunity’. 


Enable Fibre broadband allows people to connect like never before, and here at Enable we don’t just believe in connecting people with the world online – we believe in connecting with the people of our community. We are committed to helping make Christchurch a better place for our community to connect, live, work and do business. We strive to be customer-led, understanding the unique needs of our customers and wider community, ‘keeping it simple and fresh’, and working together to deliver experiences that delightand build trust – after all, here at Enable we ‘own the experience’ 


Purpose of this Role 

To bring Enable closer to the customer and champion the voice of the customer.  In this role you will provide analytical support via the ‘voice of the customer’ programme - giving the business the information to ensure a customer-centric approach to decision making, informing Enable’s Customer Experience (CX) strategy, and injecting customer insight into proposition development and CI.  You will also get Enable closer to the customer by helping us to move at pace (fail fast, Design Thinking and Test and Learn) as well as putting more horsepower into our customer journey mapping space. 


To be successful in this role you will have...

  • A tertiary qualification in a relevant discipline or relevant experience 
  • 5+ years’ experience in a commercial environment working on customer research, a voice of customer programme, or similar 
  • Experience in mapping the customer journey 
  • Experience with design thinking including workshop facilitation and methodologies to test ideas quickly 


And you will...

  • Put the customer at the forefront of everything you do 
  • Work fast-paced and get things done!
  • Juggle multiple and often conflicting priorities, while still meeting deadlines
  • Be a great problem solver with strong analytical skills
  • Effectively communicate insights to the wider business 


A full job description can be found here

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  • Location
    Christchurch, Canterbury
  • Department
    Commercial
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced