Customer Insights Specialist

Mitre 10 has been a part of New Zealand's home improvement culture since 1974. An award-winning success story, inspiring Kiwi to love where they live, work and play with our home improvement, garden and trade offer.

Are you endlessly curious about what makes customers tick? Do you love translating data into compelling stories and actionable insights? Want to influence decisions across a beloved Kiwi brand that touches homes, workplaces and communities nationwide?

Why this role matters

As our Customer Insights Specialist, you’ll be the champion of the customer voice at Mitre 10. You’ll own and grow our Voice of Customer (VoC) programme across Retail and Trade, shaping how we listen, learn and act on what matters most to customers.

You’ll join a small but mighty Customer Insights team where your work will genuinely influence strategy, experience design, and everyday decisions across the business. From brand and category insights to customer experience and market analysis, your impact will reach far and wide.

This is a role for someone who loves detail and big-picture thinking. Someone who thrives on collaboration and gets energised by bringing insight to life.

What you’ll be doing

Lead the Voice of Customer

• Own our VoC operations end‑to‑end, surveying, platform performance, user access, training and reporting.
• Deliver regular KPI and monthly insights reporting and deep-dive analysis on customer trends.
• Manage relationships with our VoC platform partner and internal tech/data teams.
• Drive and evolve the VoC roadmap, ensuring we stay ahead of best practice.

Deliver powerful customer insight

• Run in-house customer surveys, research projects and manage our customer research panel.
• Lead our Brand Tracker and agency partnership.
• Support research needs across brand, customer experience, category, and market insights.

Be a collaborative insights partner

• Work closely with stakeholders across the business to embed customer perspectives into decision-making.
• Share expertise, contribute to team learning, and bring energy and curiosity to every project.

What you’ll bring

We’re looking for someone who is as passionate about customers as we are — and who is excited by the mix of data, storytelling, and relationship-building this role requires.

You’ll bring strengths in:

• Experience in VoC management, customer research, or insights roles.
• Strong analytical and storytelling skills.
• Confidence with survey tools (Qualtrics a bonus), text analytics and customer data.
• A collaborative mindset and genuine passion for understanding customers.

Why you’ll love working with us:

We genuinely care about our people, and we’re committed to helping you thrive, at work and outside of it. You’ll enjoy:

• Mitre 10 team member discounts
• Flexible working options
• Birthday leave (your special day off, on us!)
• Life and trauma insurance
• One paid wellness day per year