Voice of The Customer Lead

3 days ago


Auckland City, New Zealand Inland Revenue Department - New Zealand Full time

**Industry expertise in leading the design and implementation of real-time Voice of the Customer program**:

- **Proven ability to run a range of statistical modelling techniques and integrating multiple data sets**:

- **Proven mastery of customer feedback platforms**:

- **Permanent, full-time role - Auckland preference
**Mō te tūnga | About the role**

We are seeking a dynamic and experienced professional to join our team as a Domain Principal - Voice of the Customer Lead. In this role, you will play a pivotal role in leveraging your expertise in data integration to connect operational data seamlessly with 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 collaborating with other operational teams to identify key operational data sources and implement robust data integration strategies to enhance the overall customer feedback process. You will also need to stay abreast of industry trends and best practices related to customer experience, data integration, 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 implementing the real time Voice of the Customer program
- Advanced Qualtrics expertise, or equivalent platform
- Familiarity with customer experience metrics, such as Customer Satisfaction (CSAT)
- Running advanced analytics techniques to extract actionable insights from integrated data sources, enabling data-driven decision-making across the organisation
- Proven experience in data integration, with a focus on linking operational / transactional data with Qualtrics or similar customer feedback platforms
- Strong proficiency in visualisation tools
- Leveraging unstructured feedback at scale using machine learning (ML)
- Demonstrated ability to work with different operational teams and effectively communicate complex technical concepts to stakeholders
- Strong attention to detail
- Coach and mentor a team of specialists
- Excellent project management skills, with the ability to prioritize and manage multiple tasks concurrently
- Bachelor’s degree in data science / statistics - advanced degree preferred
- Market Research agency experience is a requirement

**Mō te roopu | About the Customer Voice & Measurement domain**

We present the voice of the customer. The Customer Voice & 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 5pm 20 February 2024



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