Head of Performance Reporting, Customer Insights and Strategy

• Based in Britomart, Auckland
• Full time, Permanent position

Mō te tūranga | About the Role
Reporting to the Chief Operating Officer within Institutional and Business Banking (IBB), the Head of Performance Reporting, Customer Insights and Strategy is a pivotal strategic leadership role within IBB. You will be responsible for integrating performance analytics, customer insights, and strategic planning to shape the future direction of IBB and drive business transformation.
This role is ideal for a visionary leader who thrives on data-driven decision-making, strategic influence, and cross-functional collaboration. You’ll work closely with senior executives, including the Chief Operating Officer, to ensure our strategies are informed by robust insights and aligned with long-term goals.

Key Responsibilities

• Develop and oversee frameworks for tracking organisational performance against strategic goals.
• Establish and maintain key performance indicators (KPIs) and benchmarks.
• Produce regular performance reports for senior leadership and stakeholders to inform decision-making.
• Lead efforts to gather, analyse, and interpret customer data to understand behaviours, needs, and preferences.
• Translate insights into actionable strategies that enhance customer experience and engagement.
• Collaborate with marketing, product, and service teams to ensure customer-centric decision-making.
• Act as a key strategic advisor to the COO, using data-driven insights to co-develop and refine business strategy.
• Translate complex performance data and customer insights into clear, actionable strategic recommendations.
• Ensure all reporting and analysis directly inform and align with long-term organisational goals
• Lead cross-functional teams in performance analytics, insights generation, and strategic planning.
• Foster a culture of continuous improvement, data-driven decision-making, and accountability.
• Engage with senior executives to communicate insights and influence strategic direction.
• Collaborate across business units to ensure strategic initiatives are informed by accurate data and customer insights.
• Lead IBB teams to adopt a data-driven culture, fostering innovation and continuous improvement.
• Serve as a bridge between analytics, strategy, and operations, ensuring cohesive execution of strategic plans.

Nā tāu rourou | What will you bring?

• 10+ years’ experience in data, customer insights, and business performance within large, complex organisations.
• Deep knowledge of the banking/financial services industry, preferably in the Business segment.
• Tertiary qualification preferred.
• High-level senior stakeholder management experience.
• Expertise in data governance, data quality, and data lineage.
• Passion for data visualisation and cutting-edge reporting techniques.
• Proven ability to mobilise stakeholder groups to deliver strategic outcomes.
• Strong project leadership and delivery discipline.
• Ability to act independently within agreed frameworks.
• Determination, resourcefulness, and a strong sense of purpose

Westpac Hei Wāhi Mahi | Working at Westpac

In addition to immersing yourself in a supportive team environment, you’ll receive some great job perks and benefits including:

• 4 weeks standard holiday + 5 additional days of wellbeing leave to support you to be your best
• Additional purchased leave options up to 4 weeks per year
• Banking benefits, insurance discounts and superannuation scheme
• Growth and development – we provide opportunities for development and promote internal mobility
• Recognition - we recognise and reward our star performers
• School holiday subsidy - help you balance work and family during school holiday
• 2 Volunteer days per year

Ko mātou tēnei | Our Organisation
At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together.
What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!
Tono mai ināianei! | Apply Now!
Apply today with your CV and Cover Letter.
The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities.
Mahi tahi tātou, kaha ake tātou | Together Greater
Applications close:
23 August 202

• Develop and oversee frameworks for tracking organisational performance against strategic goals.
• Establish and maintain key performance indicators (KPIs) and benchmarks.
• Produce regular performance reports for senior leadership and stakeholders to inform decision-making.
• Lead efforts to gather, analyse, and interpret customer data to understand behaviours, needs, and preferences.
• Translate insights into actionable strategies that enhance customer experience and engagement.
• Collaborate with marketing, product, and service teams to ensure customer-centric decision-making.
• Act as a key strategic advisor to the COO, using data-driven insights to co-develop and refine business strategy.
• Translate complex performance data and customer insights into clear, actionable strategic recommendations.
• Ensure all reporting and analysis directly inform and align with long-term organisational goals
• Lead cross-functional teams in performance analytics, insights generation, and strategic planning.
• Foster a culture of continuous improvement, data-driven decision-making, and accountability.
• Engage with senior executives to communicate insights and influence strategic direction.
• Collaborate across business units to ensure strategic initiatives are informed by accurate data and customer insights.
• Lead IBB teams to adopt a data-driven culture, fostering innovation and continuous improvement.
• Serve as a bridge between analytics, strategy, and operations, ensuring cohesive execution of strategic plans