Member Experience and Insights Specialist

Are you passionate about understanding what matters most to customers and turning insights into meaningful action?

We're looking for a Member Experience and Insights Specialist to champion the voice of the Member across MAS. This is a unique opportunity to combine customer experience, research and insights expertise to help shape better outcomes for our Members and influence decision-making across the business. This is a permanent full time position based in either our Auckland or Wellington offices.

About The Role

Reporting to the Propositions and Insights Lead, you'll play a key role in helping MAS better understand and action Member needs, experiences and feedback. You'll gather insights from multiple sources, identify trends and opportunities, and work alongside stakeholders to ensure those insights translate into meaningful improvements.

This role combines hands-on research and insight generation with stewardiship of Member experience programmes, helping us embed Member-centric thinking across the organisation.

What You'll Be Doing

• Managing Member feedback programmes including surveys, NPS and experience measurement initiatives.
• Designing and delivering qualitative and quantitative research projects.
• Conducting Member interviews, focus groups and testing activities.
• Identifying trends, risks and opportunities through Member feedback and experience data.
• Translating complex information into clear, actionable insights and recommendations.
• Building strong relationships with stakeholders across MAS to influence decision-making.
• Supporting teams to turn insights into action and drive continuous improvement.
• Championing the Member perspective through engaging storytelling, reporting and communications.

About You

• You'll be naturally curious, commercially aware and passionate about understanding what drives great customer experiences. You'll enjoy working with data and feedback but be equally comfortable engaging with stakeholders and influencing change.
• We're looking for someone who brings:
• 3-5 years' experience in customer experience, market research, insights or a related field.
• Strong qualitative and quantitative research capability.
• Experience designing surveys, analysing feedback and developing actionable insights.
• Excellent communication and storytelling skills.
• The ability to build relationships and influence stakeholders across a range of business areas.
• Strong organisational skills and attention to detail.
• Experience conducting customer interviews, usability testing or service design research.
• Experience working with research platforms, survey tools and analysis software.
• Experience within financial services, insurance or a member-based organisation would be advantageous.

Why MAS?

At MAS, we're a New Zealand-owned mutual insurer and investment company. Because we're owned by our Members, everything we do is focused on helping them achieve financial health and wellbeing.

We're a values-led organisation where you'll have the opportunity to make a genuine impact, work alongside passionate people and help shape experiences that make a real difference for our Members.

If you're excited by the opportunity to turn customer insights into meaningful change, we'd love to hear from you.