Senior Customer Insights Specialist
23 hours ago
**Here at Auckland Transport (AT) we are taking Auckland's transport system into the future, connecting our city to give Kiwis easy journeys.**
It's an incredibly exciting time for AT and we have some important work to do to improve the experiences of our people and our customers. We are seeking a Senior Customer Insights Specialist, to bring the voice of the customer into strategic business decisions and to help lead the Customer Insights team.
This integral role is responsible for the delivery of insights that deepen our understanding of what is important to customers, identify and size customer pain points, identify ways to improve customer journeys and implement smart voice of customer research programmes to measure success.
**Key Tasks and responsibilities include**:
- Design strategic programmes of research that deliver high impact customer insights to inform key business decisions, improve customer experiences, drive behaviour change and increase consumer trust and confidence in Auckland Transport.
- Establish robust customer experience metrics to size customer pain points, assess the performance of business initiatives and track the realization of customer benefits for major projects and programmes of work.
- Foster and nurture a deep understanding of customer behaviour and drive data-based decision making across the organisation through the delivery of actionable insights.
- Lead the design and delivery of agile customer research programmes, trialling and embedding innovative best in class research methodologies to gain deeper customer insights from a diverse range of stakeholder audiences.
- Manage projects end to end, from defining project scope in collaboaration with key business stakeholders, commissioning agencies or managing in house, designing questionnaires, analysing data, and presenting insights tailored to different audiences.
- Grow the capability of the customer insights team by coaching, mentoring and supervising the delivery of projects on a day to day basis.
**What are we looking for?**
- An experienced researcher and passionate customer advocate adept at delivering actionable customer insights which drive positive business outcomes
- An influencer and communicator with the ability to turn data into insights and bring opportunities to life
- Ability to navigate organisational complexity, design programmes of research to deliver to multiple stakeholders.
- Strong written and verbal communication skills, and proven experience presenting and consulting with senior level stakeholders
- Excellent storytelling and data visualisation skills.
- Proven experience managing both Qualitative and Quantitative research projects.
- Experience across a broad range of research areas including brand development, reputation tracking, customer segmentation, new product and service development, driver analysis, digital services channels,
- Bachelor's degree in business, science, or economics
Experience in both research agency and clientside roles is an advantage
- A passion for driving better customer outcomes
**What's in it for You?**
At AT we embrace inclusion and belonging, and our commitment to building a diverse workplace. To support this, our Hybrid Working initiative empowers our people to work flexibly in ways that work for them, our customers, and our business. All flex options will be with individual and teams needs in mind, we invite you to talk to us early in the process about how Hybrid/Flex might work for you.
**In addition, we also offer**:
- A chance to work on diverse projects unique to NZ
- Investment in your professional development and training
- Opportunity for greater leadership and accountability
- Modern waterfront-based office
- Paid parental and partner leave
- Study assistance
- Health and Wellbeing benefits
- Professional memberships
If you would like to learn more - APPLY now.
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