Operational Process

3 weeks ago

Christchurch, New Zealand Christchurch City Council Full time

Working for the Christchurch City Council allows you to contribute directly to the community and make a positive impact on the lives of residents and visitors. Our Citizen & Customer Services unit is looking for an experienced Operational Process & Insights Analyst to join the team. The Operational Process & Insights Analyst supports the delivery of analysis, reporting, process and systems design across the Unit, Group and wider Council with respect to customer service.

**About the role**:

- Provide a comprehensive understanding about why our customers engage with Council across all of our different units
- Support the business and champion the awareness, understanding and utilisation of customer insights to improve our customer experience, and the underlying processes and dashboards that help us deliver for our Citizens
- Work with key players across the organisation, to convert insights into action and implement ways we can do things better
- Drive service improvements and future opportunities through business intelligence and analytics for the Citizens & Community group and across the wider Council
- Have a passion for analytics and a natural drive to deliver innovative, customer experience excellence
- Be experienced with deep-diving into processes and extracting the insights from the data using business analysis frameworks such as Power BI
- Be a people person who can relate to all levels of the business, and an ability to translate complex data into language everyone can understand
- Experience using estimation tools

**To be successful you will have**:

- At least 5 years' experience in project and relationship management/business analysis roles
- Tertiary degree in relevant discipline (e.g. BCom)
- Training in business process modelling, analysis, and design e.g. BPMN, ProMapp
- Experience and or training experience in Agile projects
- Experience in designing, building and deploying reports and dashboards using Microsoft Power BI
- Experience in customer journey mapping, root cause analysis and decision mapping
- Experience in writing for change and communicating change
- Understanding and experience in writing for the web, including using web development tools

**What you will get in return**:
Working for the Christchurch City Council allows you to contribute directly to the community and make a positive impact on the lives of residents and visitors. You will also benefit from:

- Access to training programmes, workshops, and development opportunities
- Flexible working arrangements - WFH, adjustable start and finish times, option to purchase extra leave.
- Collaboration - exposure to wider areas of the organisation
- Benefits - a variety of benefits for Council staff from health schemes to retail discounts.

Through collaboration, innovation, and a strong commitment to community, the council provides an environment where one's skills and passions can shine, making it an exceptional choice for those seeking purpose and impact in their career.

Feel like you don't meet every single requirement of the job description?

To view the position description please click on the link at the bottom of the page.

**Additional Information**:
Hours of work - Fulltime Permanent Position, 37.5 - 40 hours per week
Location - This position is primarily based at 53 Hereford Street, Christchurch

**Applications will be reviewed as they are received, and interviews may take place prior to the close date. This means we reserve the right to close a job ad before the advertised close date.

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