Research and Insights Manager (12 months)

Ko wai mātou | About us   

Ko tā Contact e whakapono nei, ko te taiao tonu te taonga nui katoa o te ao.

Koinei mātou e whai atu nei kia mahue atu i a mātou tētahi ao hauora ake, tēnā i te ora i kuhu ai mātou.

He pakihi whakarato hiko, ipurangi mātou, engari arā kē atu anō ā mātou taha.

Kei te whakawhanake mātou i ā mātou mahi ake, i ngā ara hoki e whai hiko ai a Aotearoa, kei te kōkiri kia tukua te hiko tukurua, ā, kei te whakaputa i tētahi wheako matihiko mō ā mātou kiritaki kāore anō kia kitea i tēnei whenua.

He tīma kotahi mano mātou nō ngā hau e whā, e ngākau nui ana ki ā mātou mahi, e aroha ana tētahi ki tētahi, e ako ngātahi ana, e whakapono tahi ana ki ā mātou tikanga ārahi: mā te manaaki kia toa, ka mana te katoa.

At Contact, we believe home is the most important place in the world. It's all part of our vision to leave Aotearoa better than we found it. We’re an electricity, gas, mobile, and broadband company, but we’re so much more than that. We are transforming the ways we mahi, and how Aotearoa is powered, leading the charge on renewable energy. A team of 1000+ from all walks of life who love what we do, look out for each other, and learn from one another every day, we’re stoked to be guided by our tikanga: we touch lives to make life better.

Over the past three years our Retail rōpū have done heaps to bring our mobile and broadband offerings to market, complementing the electricity and gas products you probably know us for. There’s more where that came from, and as we position ourselves for an era of growth, our Brand and Marketing team are dialling up our focus on innovation, experiences and brand, proactively leading the charge on our customer research and brand experience roadmap. With our Research and Insights Manager leaving soon for 12 months’ parental leave, we’re looking for a strategic research expert to pick up where she left off in tracking the voice of the customer and designing research & brand experience that lands.

Kōrero mō te tūranga | About the role

Reporting to our Head of Brand and Marketing, in this 12-month fixed term contract as Research and Insights Manager you’ll ensure we adopt an insight-led approach to all of our customer activity, deeply understand our customers, and drive improvements that create distinctive and consistent brand experiences.

This role sits at the heart of our Retail business using research, behavioural data and insights to support us as we build world-class products and experiences for our customers. With one direct report, you’ll lead market research activity across the wider Contact business, manage external market research agencies, analyse information and trends to develop high-level insights and guidance that shape customer, brand, experience and commercial strategies, and lead and evolve brand experience improvements across the end-to-end lifecycle, identifying friction points and collaborating cross-functionally to bring the brand to life through consistent experiences that generate emotional connection and build brand fame.

You’ll proactively lead the charge on our customer research and brand experience roadmap, taking the wider business and our agency partners on that journey. New insights and experience opportunities will be brought to life, and you’ll work with the business to embed them in a way that strengthens our brand. You’ll enhance our understanding of customers and their experiences, bringing bold, insight-driven ideas and initiatives to the table that connect business value with customer value.

The exciting stuff our award-winning Retail rōpū are doing and the general Contact vibe are drawcards that bring people in and keep them coming back. We’re on a mission to decarbonise Aotearoa and doing some very cool stuff to get there. This won’t just be great for your career, it’s great for Aotearoa.

Ko wai koe | About you

While this role will absolutely, obviously have a strong research focus, we’re looking for a brand experience guru. Research will be your bread and butter, but brand experience is the space you’ve grown into and froth on. We’re on the cusp of delivering some revolutionary new stuff and need innovative, strategic brains along for the ride. Along with managing day-to-day brand tracking and research, you’ll take the lead on brand experience design , so it’s vital you have experience in executing cream-of-the-crop strategic stuff.

With one direct report (a great Research & Insights Analyst), it’s important your leadership skills are on point too. You’ll present commercial results up to Retail Leadership and sometimes exec, so it’s important to have gravitas at that level, as well as the commercial nous to understand the landscape of what’s really important and going to help us get ahead vs. nice to have.

Tertiary-qualified with at least eight years’ experience as a high-level specialist, you’ll have proven expertise in both qualitative and quantitative research, with experience across a wide range of methodologies including customer journey design, focus groups and behavioural analytics. A strategic thinker with a track record of using insights to shape meaningful brand experiences and influence customer-facing strategies, you’re an effective communicator who can distil complexity into clarity, identify what drives brand trust and customer satisfaction, and inspire senior stakeholders to act. You’ve had plenty of experience working cross-functionally to embed insights into removing customer friction, and are looking now for a career-defining opportunity where you can put all your fave skills to use. (Spoiler alert: you just found it.)

We support our people to work how, where and when works the best. To get the most out of this role, there’s a real advantage to being in or near Auckland or Wellington, but it’s important to note we’re big on flexible working and you can make your hours work for you. We’d even be open to a fractional set up (working 3 or 4 days per week instead of the usual 5).

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 a ‘Good to be Home’ payment toward your home set up & wellbeing, discounts on Contact Energy products, and more.

This ad will close automatically on Wednesday 11 June but we’re considering applications as they come in so hop to it if you're keen, or if there's something you’re curious to know first, reach out to Tash on [email protected].

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.