Customer Listening Programme Specialist

4 weeks ago

Mangere East, New Zealand WWNZ SUPPORT Full time

Hands on research role to support the insights team based in Auckland
- Own the initiative and help drive the customer first culture in this full time permanent role (approx 40 Hours per week)
- Hybrid / Flexible working + competitive Salary (85K to 90K base + 8% variable bonus) + suite of team benefits

**We Are Woolworths Group
We are Woolworths Group. 200,000+ bright minds, passionate hearts and unique perspectives connected by a shared Purpose - ‘to create better experiences together for a better tomorrow.’ It’s that Purpose that fuels our ambition to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.

If you’re excited to turn today’s blue sky thinking into a better tomorrow for future generations, you’ll find yourself supported and enriched in a dynamic, inclusive and empowering workplace that reflects the diverse communities we serve. With a culture of genuine care, a flexible approach to work and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

Welcome to WooliesX

As a business inside one of New Zealand’s largest retailers, WooliesX aims to bring the best of Woolworths Group to our customers.

We're an innovation business that brings together the brightest minds in e-commerce, technology, media, and data to transform how people live and shop. With an industry-leading technology team backed by analytics, we're resourceful and willing to experiment. Our agile teams are empowered to innovate and deliver an excellent experience for our customers - whether they shop in-store or online.

**About the Role | Mō te Tūranga
This is a fantastic opportunity to collaborate with experienced research professionals and partner with both internal & external stakeholders to deepen your research, analytical and communication capabilities.

We embrace diversity of thought and love to take on challenges with a pragmatic and innovative approach. Our culture thrives on mutual respect, care, curiosity, openness, and a proactive attitude. We continually seek ways to pair, collaborate, support, and learn from each other as a team

Day to Day management of our listening programs and ensuring we are capturing and sharing customer feedback in the most effective way (Programs include, Voice of Customer and our Brand & Communications Tracking programs).

Key responsibilities include:

- Manage monthly reporting deliverables including identifying key trends & communicating insights in a compelling way.
- Undertake analysis on key topic areas, anticipating & responding to business needs as well as connecting the dots with other data sources.
- Collaborate with internal stakeholders by responding to questions & requests for additional analysis (including both NZ and Group stakeholders)
- Working with the Customer Insights manager, to manage and own in house ad hoc research projects end to end.
- Liaise with strategic research agency partners to ensure we receive robust, quality data and insights.
- Support the Customer Insights Manager to help manage strategic research projects.
- Supporting the customer advocacy leads to educating the business on the VOC Program (including training, deep dives, reporting) and taking regular feedback to ensure ongoing development of the program.
- Ensure relevant research content is regularly updated to the research library
- Contribute to team planning & managing of work; manage POs & invoicing etc

**About You | Mōu
You’ll be an experienced insights professional, with a strong background in research agency or client-side insights function as you will be part of highly-regarded experts in this field.

As a collaborative team player with good business acumen, you will bring in strong attention to detail with an ability to navigate complex work environments to deliver outcomes.

To succeed in this role, you will have:

- At least five years of previous customer insights or market research experience, agency and/or in-house corporate research function.
- A Bachelor's qualification or higher in Marketing, Business or analytical field.
- Hands on experience of customer quantitative research is essential; qualitative experience is advantageous but not necessary
- Experience using market research tools (e.g Q and /or SPSS, Harmoni) including setting up data, creating tables & conducting analysis
- Excel and powerpoint, G-Suite, Tableau & Jira are also advantageous
- Experienced in analysis, synthesis of multiple data point & turning insights into engaging storytelling
- Strong communication skills (both verbal and written); experience in creating materials (eg slides) to convey key insights in a compelling way
- Strong project management skills and the ability to manage multiple and competing priorities

**Working with Woolworths NZ | Me mahi tahi tatou ki Woolworths NZ
Our purpose is to m

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