Customer Research Analyst

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
- Are you keen to contribute to direct Customer Research in a skilled and dynamic team?
- Are you eager to develop and build upon your skills?
- Salary $85,537-$101,911, Permanent, KiwiSaver and Wellness Benefits.

**Tēnei tūranga - About the Role**:
We have an exciting opportunity for a Customer Research Analyst to join the Customer Research Team within the Customer Experience Unit, in the Customer Branch. The Branch sits within the Immigration New Zealand Group. The Customer Research team's role is to champion the voice of the customer, providing a deep and rich understanding of customers. This is used to help Immigration New Zealand (INZ) to better understand customer behaviour and experience and make meaningful improvements across the Immigration System.

The role will be working closely with Senior Customer Research Analysts, contributing to conducting targeted market research from initial scoping and planning phases through to design, conducting fieldwork, analysis and providing recommendations. The role will be involved in gathering and analysing direct feedback from customers and collaborating to translate these into themes and patterns that will inform customer-centric decision making across INZ. This includes contributing to advocating for improvements to customer service within operational, policy and regulatory settings, while also understanding and balancing the other business objectives of INZ, including its role as a regulator.
Ngā pukenga me ngā wheako e hiahiatia ana - Skills and Experience Required
- It would be preferable to have a tertiary qualification in anthropology, psychology, or other qualitative research-based degree, and/or at least two years demonstrated experience in contributing to end to end customer research, UX or VOC
- Ability to work collaboratively with a diverse range of internal and external stakeholders and build strong trusted relationships.
- Ability to support Senior Customer Research Analysts with the design, development, and delivery of direct customer research projects, including fieldwork.
- Ability to communicate effectively and empathetically, both written and verbally, with customers of differing backgrounds, including people for whom English is a second language.
- It would be an advantage to have demonstrated skills in analysis, identifying key insights and themes from interviews, workshops, and other qualitative information.
- Comfortable working in a fast paced, project based, work environment with quick turnarounds and managing multiple priorities.
- Prepare and maintain documentation to ensure a standard approach is followed and quality standards are met.

**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 n

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