Title:  Customer Experience Insights Specialist

Customer Experience Insights Specialist

Position Description

• Collaborate to generate customer-focused insights and recommendations
• Provide actionable insights
• Permanent, Wellington based

He kōrero mō mātou | About us:

At KiwiRail, we connect New Zealanders sustainably, powering economic growth and ensuring vital freight and passenger services run smoothly. Our mission, "Stronger Connections, Better New Zealand," highlights our dedication to sustainability and community well-being. 

Our people make KiwiRail exceptional. By fostering a diverse, inclusive, and supportive workplace, we empower everyone to contribute their best. If you’re passionate about innovation and safety, we’d love to welcome you aboard. 

He whakamārama mō te tūranga mahi | About the role:

The Customer Experience Insights Specialist provides actionable insights through leveraging of network data and network performance analysis. The position works closely with our planning, delivery and commercial teams, advocating for customer‑centric decisions and continuous improvement across Wellington Metro Rail Infrastructure.

The Customer Experience Insights Specialist does not own the source performance data and must work in close partnership with the Metro Infrastructure Performance Analyst, who gathers, validates, and maintains the dataset. The Customer Experience Insights Specialist uses this verified information to generate customer-focused insights and recommendations, ensuring all analysis aligns with the single source of truth maintained by the Metro Infrastructure Performance Analyst.

This role is required to:

• • Represent KiwiRail at regular joint stakeholder operational forums, presenting data‑driven insights for rail network infrastructure
  • Analyse and interpret performance metrics (delivery data, network access, reliability, punctuality, speed restrictions) to identify trends and improvement opportunities
  • Provide actionable insights to planning, engineering, and delivery teams to optimise work programs and reduce customer impact
  • Develop and maintain dashboards integrating operational and customer metrics for internal and external stakeholders
  • Collaborate with internal teams to embed insights into scheduling, resource allocation, and incident response planning
  • Support governance reporting and contribute to stakeholder engagement strategies through evidence‑based recommendations
  • Champion continuous improvement initiatives informed by data and customer experience considerations
  • Work closely with the Network Performance Analyst to understand the delay attribution processes and systems

Ngā pukenga e rapu nei mātou | What (skills) you will bring:

Knowledge & Experience

• 3+ years in data analysis, operational planning, or customer experience roles; transport/rail sector experience advantageous
• Proven ability to interpret complex operational data and translate into actionable insights
• Experience influencing stakeholders and driving change through evidence‑based recommendations

Ways of Working / Work‑Related Qualities

• Analytical and improvement‑focused; turns data into insight and action
• Collaborative and politically aware; able to navigate differing priorities
• Calm under pressure; effective in fast‑moving operational contexts

Other Requirements

• Able to meet KiwiRail pre‑employment and ongoing drug and alcohol screening requirements
• Current full NZ driver’s license
• Available for occasional after‑hours work during incidents and forums
• Exposure to asset & project management systems (e.g., Maximo, Primavera P6, MS Project) would be advantageous

Qualifications

• Tertiary qualifications in Data Analytics, Business, Operations Management, or related field (or equivalent experience)
• Training/certification in data analytics tools (e.g., Power BI) is desirable

Nōu te rourou | What's in it for you:

• Competitive salary plus 4% KiwiSaver employer contribution
• 25 annual leave days
• Access to join NZ Rail Staff Welfare Trust where you will enjoy a range of benefits including access to holiday homes across New Zealand, as well as support for optometry, physiotherapy, GP services and prescription costs
• A wide range of discounts at retailers and on scenic trains and Interislander

• Be part of a diverse and inclusive workplace dedicated to innovation, sustainability and community impact

Kua rite, kia rite | Ready to Make a Difference?

Rā aukati | Applications close:  6 April 2026