Customer Engagement Decisioning Analyst

Worker Type:

Permanent

Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions through our promise "If you can imagine a better future, let's find a way."

We support wellbeing, flexible working and have a generous leave offering. There is the opportunity for growth, learning and career development. No two days are the same.

We have an exciting opportunity for an experienced data analyst to join our Customer Engagement team as Customer Engagement Decisioning Analyst.

This role powers BNZ’s ability to create meaningful, personalised customer experiences by optimising NBCs and decisioning strategies. Through data-driven insights, it ensures every interaction is relevant and impactful, strengthening engagement and driving long-term customer value.​ 

Mō te Tūranga | About the Role 

We spoke with the Senior Manager Capability Delivery (your People Leader), who shared some valuable insights into what you can expect in this role: 

What are some day-to-day tasks in this role? 

• Monitor and optimise Pega Customer Decision Hub models and predictors to ensure NBCs (Next Best Conversations) deliver the right outcomes for customers.​ 
• Analyse decisioning performance across channels, identifying trends, gaps, and opportunities for improvement.​ 
• Configure predictive models in GUI to optimise NBCs and decisioning for maximum customer engagement impact. Ensuring models drive relevant, personalised interactions that deliver meaningful outcomes.​ 
• Collaborate with stakeholders across the Domains to translate analytical insights into actionable strategies.​ 
• Collaborate with Advanced Analytics team to design and run experiments that validate hypotheses and enhance decisioning logic for better customer engagement outcomes.​ 
• Leverage Pega CDH’s GUI to create clear, actionable reports and dashboards that communicate NBC performance and decisioning insights to stakeholders.​ 

What is the team culture and environment like? 

Our team is super passionate about making a positive difference to customers and colleagues. 

What projects / work will the candidate be working on now and into the next year? 

This is a great time to come on board. You’ll be contributing to the Customer Engagement programme, working across multiple initiatives that are transforming how we connect with our customers 

What will success look like for the candidate in this role?

Success in this role means you’re using data and decisioning to steadily improve how BNZ engages with customers, with your work clearly influencing real outcomes. You’ll feel successful when your insights are easy for others to act on, your experiments perform well, and you’re a valued contributor across the Customer Engagement team.

What attributes and skills will this person display in order to be successful in this role? 

• Hands-on experience with data analysis.​ 

• Strong problem-solving mindset and curiosity.​ 

• Ability to communicate complex analytics in a clear, actionable way.​ 

• Collaborative approach, working across multiple teams and stakeholders.​ 

• Ability to navigate ambiguity, simplify, complexity, and drive consensus across diverse stakeholder groups​ 
• Experience with Pega Customer Decision Hub or similar decisioning platforms would be beneficial.

Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand 

This is an exciting opportunity to join us!  We're bold thinkers who are taking brave steps to create a company that people want to work for, and customers want to bank with. If you're ready to join a fun organisation where we are proud of our culture and how we are helping New Zealander's to 'Find their way', then show your interest by submitting your application - we can't wait to read it. 

Ehara taku toa i te toa takitahi, engari he toa takitini" - Success is not the work of an individual, but the work of many.”

Closing Date: 08 March 2026

Applications will be reviewed regularly across the advertising period, but we do reserve the right to close applications early.