Job Description

Customer Insights Lead, Institutional and Business Banking

Permanent, Full-time role

Located in Britomart, Auckland

Mō te tūranga | About the Role

We're looking for a Customer Insights Lead to help us better understand how business customers engage with our digital channels and turn those insights into meaningful improvements. Working closely with our Customer Experience Manager, you'll bring together behavioural data, customer feedback, and journey insights to identify pain points, uncover opportunities, and help prioritise initiatives that will have the greatest impact on customer outcomes.

This role is ideal for someone who combines strong analytical capability with commercial thinking and a genuine curiosity about customer behaviour. You'll be comfortable working with digital performance data, translating complex insights into clear recommendations, and partnering with stakeholders across the business to influence decision-making. If you're passionate about using data to create better customer experiences and can connect customer needs with tangible business outcomes, we'd love to hear from you.

Key responsibilities include:

• Create customer value through bespoke insights — lead engagements such as sector benchmarking, margin analysis, cash conversion and working capital optimisation, and pricing strategies. Produce customer ready artefacts that become central to RMled conversations. Run discovery with customers to translate goals into robust hypotheses and measurable outcomes.

• Enable Relationship Managers (RM’s) and the distribution network — build toolkits including prospecting models, opportunity heatmaps, portfolio risk signals, and churn/retention indicators.

• Partner across Product & Strategy — inform product roadmaps and pricing via behaviour analysis, elasticity testing, and segment economics; support strategic priorities with decisionready insights, clear measurement plans, and scenario modelling.

• Deliver market, sector, and competitive intelligence — maintain a view of macroeconomic drivers, produce sector scorecards and execready synopses, and translate external signals into internal playbooks.

• Tell the story, influence the decision — turn complex analysis into crisp narratives and practical recommendations for senior leaders and customers whilst building trusted relationships across Distribution, Product, Credit, Operations, Risk, and Finance.

• Measure impact and improve continuously — define success metrics, track leading and lagging indicators, build feedback loops with RM’s and customers, and curate a reusable library of proven plays, templates, and sector insights.

Nā tāu rourou | What will you bring?

You bring over 5 years of experience in customer insights, analytics, strategy, or consulting—ideally within banking or B2B—along with a strong track record of partnering with customerfacing and product teams to influence senior stakeholders. Your commercial acumen enables you to interpret financial statements and translate complex data into insights that drive growth, profitability, pricing, working capital efficiency, CLV, and riskadjusted returns.

You are an exceptional data storyteller, confident presenting to executives and customers, and skilled at facilitating workshops and supporting RM enablement. Technically, you are proficient in SQL, advanced Excel, and a leading BI tool (preferably Power BI), capable of producing simple, accurate, and actionable dashboards and insight packs, with exposure to predictive modelling tools such as Python, R, or SAS. You thrive in ambiguity, delivering bespoke solutions while building repeatable frameworks and maintaining a strong focus on adoption and measurable impact. You hold a degree in a quantitative, business, or economics discipline, with postgraduate study considered an advantage.

Westpac Hei Wāhi Mahi | Working at Westpac

Immerse yourself in a supportive team environment, and receive some of the best banking, and lifestyle benefits in the market along with:

• 4 weeks standard holiday + 5 additional days of wellbeing leave to support you to be your best

• Additional purchased leave options up to 4 weeks per year

• Banking benefits and insurance discounts

• Career growth – we promote internal capability; we have programmes that recognise star performers

• Generous parental leave – and top up government paid parental leave

• School holiday subsidy - help you balance work and family during school holiday

• 2 Volunteer days per year

Ko mātou tēnei | Our Organisation
At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together.

What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!

Tono mai ināianei! | Apply Now!

Apply today with your CV and Cover Letter.

The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities.

Mahi tahi tātou, kaha ake tātou | Together Greater

Applications close:

17 July 2026