Senior Researcher

6 days ago

Wellington City, New Zealand New Zealand Government Full time

Industry expertise in leading the design and management of real-time Voice of the Customer programme
- Proven ability to analyse customer feedback, generate insights, and communicate actionable findings to business stakeholders.
- Excellent project management skills
- Permanent, full-time role - All Inland Revenue locations

Mō te tūnga - About the role
We are seeking a dynamic and experienced professional to join our team as an Intelligence and Insight Specialist (Level 2). In this role, you will play a pivotal role in designing and managing Inland Revenue's Voice of the Customer platform, ensuring a comprehensive and insightful understanding of customer experiences and compliance behaviour.
You will help transform our Customer Measurement programme into an integrated real time Voice of the Customer (VOC) programme, while managing several streams of customer feedback that make up the VOC programme. You will also need to stay abreast of industry trends and best practices related to customer experience and survey methodologies, ensuring our VOC programs remain best-in-class.
Mōu - About you
To be successful in this role you will have the following skills and experience:

- Solid experience in developing and managing a real time Voice of the Customer programme
- Significant experience in quantitative research design and implementation, including large tracking programmes and complex bespoke research
- Collaborate with cross-functional teams to develop and implement customer centric initiatives, leveraging insights derived from customer feedback
- Experience with designing and building dashboards
- Proven ability to deliver projects at pace
- Excellent project management skills, with the ability to prioritize and manage multiple tasks concurrently
- Develop surveys, run analysis, generate insights, and use storytelling to characterise customer experience
- Generate insights and use storytelling to characterise customer experience

Mō te roopu - About the Customer Voice and Measurement domain 
We present the voice of the customer. The Customer Voice and Measurement domain helps IR evaluate, measure, and monitor customer performance and perceptions over time, as well as deliver research based on the platforms we manage. Our focus is to determine how well our policies, products and services meet the needs and drivers of our diverse customers over their journey. We also translate what we learn into accessible insights and compelling stories that connect our people to customers' needs and pathways to achieve the outcomes we both seek.
Applications close at 5pm on Sunday, 21 April 2024.

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