Manager Customer Research

3 weeks ago


Wellington City, New Zealand New Zealand Government Full time

Discover a career with purpose at MBIE

Discover a career with purpose at MBIE
- Lead a new team to deliver a customer research function
- Private sector experience highly desirable
- Salary - $132,417 - $160,472
- Wellington based role, or regular travel required if outside of Wellington - MBIE supports a wide range of flexible working arrangements.

**Tēnei tūranga - About the Role**:
We are seeking an experienced manager with a customer or market research background to lead a new Customer Research team. As part of the Customer branch, the team will gather direct feedback from customers to understand the customer experience and help make it safe, clear and easy for migrants and employers to understand and use the immigration system.

This is a rare opportunity to lead a team producing targeted and fast-paced research projects to provide customer-centred insights. The customer research functions provides an end-to-end service from initial scoping and planning, to the design and delivery of research to the analysis and delivery of recommendations. This role will also provide enthusiastic, inspirational and motivated people leadership to the team.

You will be a proactive professional that can use their head to lead qualitative research projects that deliver high quality insights to tight deadlines. You will have strong customer empathy and be driven to continuously improve the team’s research practice and the delivery of immigration products for customers.

Reporting to the National Manager Customer Experience, the key responsibilities of this role will include:

- Championing the customer voice across the immigration system.
- Leading the development of fast and robust qualitative insights that will inform business decisions, policy advice and operational and regulatory activities.
- Lead the work programme of the team including the prioritisation of projects based on changing operational needs.
- Proactively identify and manage operational and reputational risk.
- Support the National Manager Customer Experience and branch leadership team to deliver a culture across INZ that puts customers at the centre.

Ngā pukenga me ngā wheako e hiahiatia ana - Personal specifications for this role include:

- Demonstrated management and leadership experience in a customer research or market research role.
- Highly skilled at work programme development.
- Experience in strategic thinking, risk analysis, complex problem solving and continuous improvement.
- Experience in approaching issues from a system view.
- Demonstrated effective relationship management skills including the ability to build trust and credibility.

**Ētahi kōrero mō MBIE - About MBIE**:
MBIE's goal is to create a resilient and high-performing economy that delivers real and ongoing quality of life for all New Zealanders.
We do this by working with others to create an environment that supports businesses to be more productive and internationally competitive, enables all New Zealanders to participate in the economy through improved job opportunities and by working to ensure quality housing is more affordable.
People are at the heart of our mahi, our way of working is guided by our values which shape our behaviours.
- Mahi Tahi - Better Together
- Māia - Bold and brave
- Pae Kahurangi - Build our Future
- Pono Me Te Tika - Own It

Our aspirations are echoed in our Māori identity - Hīkina Whakatutuki - which broadly means ‘lifting to make successful'.

MBIE recognises the partnership founded under Te Tiriti o Waitangi between Māori and the Crown and is committed to giving effect to Te Tiriti o Waitangi. We will do this through enduring, meaningful and effective partnerships with iwi, Māori, other Māori groups/organisations and the Crown, as this is critical to enable economic and social development, both for Māori and for wider Aotearoa New Zealand. We are committed to continuing to partner with iwi in order to find new sustainable solutions to address long standing systemic and cross-cutting issues facing Māori and wider Aotearoa New Zealand and we are also committed to identifying opportunities for iwi to lead and creating an enabling environment for iwi to leverage these opportunities.
E mōhio ana a Hīkina Whakatutuki i puea ake te kōtuinga I waenganui i a ngāi Māori me te Karauna i Te Tiriti o Waitangi, ā, kei te whai ia ki te whakaū ake i Te Tiriti o Waitangi. Mā te whai kiko o ngā kōtuinga ahungaroa o ngāi wi, o ngāi Māori, me ētahi atu rōpū Māori ki te Karauna, katutuki tēnei. He āhuatanga nui tēnei e āhei ai ngā mahi whanaketanga ā-ohanga, ā-pāpori hoki ki a ngāi Māori me Aotearoa whānui. E whai tonu ana mātou ki te kōtui atu ki ngā iwi mō te rapu huarahi hou ki te whakaara i ngā kaupapakua roa nei e tāmi ana i a ngāi Māori me Aotearoa whānui, ā, e whai ana hoki ki te tautohu i ngā āheinga kōkiritanga mā ngā iwi, me te tautoko i ngā iwi kia whai mana ake ai ēnei āheinga.

**Me pēhe


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