Customer Insights Analyst - NPS & Retention

Why you'll love working with Tower

At Tower, our values are the heartbeat of every interaction. We prioritize our people, fostering a diverse and inclusive environment where everyone can thrive. We encourage you to bring your whole self to work, representing the vibrant communities we serve. We celebrate all ages, genders, sexual orientations, races, religions, and everything else that makes our culture unique. Proud holders of the Rainbow and DV Free Ticks, we are committed to inclusivity and safety.

We are on a mission to lead our industry into a customer-centric future with innovation and disruptive thinking. As a unique Kiwi and Pacific insurance provider with over 150 years of history, our roots trace back to Dunedin.

What you will be doing

This role will contribute to Tower's success through analysing data to create meaningful and valuable insights to improve customer experience and retention.

Reporting to the Head of Customer Retention, you will translate these insights into strategic recommendations that drive informed decision-making and shape Tower's customer experience and retention initiatives across New Zealand and the Pacific.

Dive into the heart of your responsibilities:

• Analyse customer data to identify retention trends, behaviours and customer journey pain points
• Develop and monitor key retention metrics, including churn rates and customer engagement
• Conduct deep-dive analyses on customer segments to understand lifecycle behaviours
• Conduct cancellation insights analysis to understand the key drivers behind customer churn
• Identify patterns in cancellation requests and collaborate with retention manager to develop strategies to mitigate future losses
• Identify high-value customer segments and work with team to develop targeted strategies to maximise engagement and profitability
• Develop and use predictive modelling and analytics to anticipate and report on customer churn
• Prepare and present detailed reports on retention performance, insights and recommendations
• Collaborate with Retention manager to turn insights into actions
• Conduct post implementation analyses on retention initiatives
• Collate, analyse and share transactional NPS results and key driver feedback with key stakeholders to assist customer experience improvements
• Foster strong relationships and collaborate with internal and external stakeholders to drive improvements.
• Think creatively and explore innovative ideas to recommend and drive meaningful improvements.
• Leverage your keen attention to detail to produce high-quality outputs while consistently meeting deadlines

What you'll need

• 5+ years in a data driven business performance role preferably in the Financial Services sector and customer or marketing insights roles.
• Possess a deep understanding of key performance metrics and customer growth drivers, leveraging technology such as SQL (Snowflake), Power BI, Google Analytics and Qualtrics
• You will thrive in connecting data to strategy and tactical decisions and want to consider the end-to-end impact of decision making.
• You'll be very comfortable working in the data landscape and pull together well-rounded insights and recommendations.
• Strong data analysis / reporting skills (including experience with providing Excel reports as well as working in PowerBi).
• Be in the sweet spot of technically savvy with great business/commercial acumen allowing you to translate data and ideas into actionable insight.
• Being familiar with statistical methods, understand statistical significance and the importance of segmentation and sample size.

Our commitment

We pride ourselves on encouraging everyone to bring their whole selves to work, embracing diverse opinions, experiences, and backgrounds. Our commitment is to create an inclusive workplace where our people come first, feel valued, safe, and respected.

What we'll bring to the table

In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.

Highlights include:

• Our people come first as we offer 16 weeks of paid leave for the primary carer and 4 weeks of paid leave partner`s leave.
• A paid day off on your birthday, as well as two extra annual leave days every year and the option to buy an additional eight days of leave. So up to six weeks off!
• Annual Performance Review where you get to showcase your progression.
• Wellness leave instead of sick leave so you can proactively look after your health and wellbeing.
• Career growth - we promote internal capability; we also have programmes that recognise star performers.
• Flexible workplace opportunities at our beautiful 6 Green Star Fanshawe St office packed with modern technologies, stand-up desks, open space and coffee machines in two large modern kitchens with cafe-inspired dining areas.
• Discounts on Tower insurance products of up to 50%.
• Free Life Insurance of up to four times your annual base salary.
• Retail deals and discounts with Les Mills, JB Hi-Fi, PB Tech, The Coffee Club, Warehouse Stationery and more.

Apply now: Ready to embark on a journey where your experience truly matters in the heart of New Zealand and the Pacific`s insurance industry? If you are excited about defining a new era of insurance, submit your resume and a detailed cover letter highlighting your impactful career.

Please note: We're eager to get the right person on board as soon as possible. We don't have set closing dates, so we'll start reviewing applications as they come in. Don't wait—apply now to make sure you're considered.