Campaign Performance Analyst

2 days ago

Waikato, New Zealand New Zealand Government Full time
Campaign Performance Analyst at New Zealand Transport Agency, Manawatu - Wanganui
  • Newly created role
  • Key role in customer operations campaign management
  • Role location - Palmerston North/Auckland/Hamilton or Wellington

Te Whiwhinga mahi The opportunity

This is a fundamental role in the delivery of Revenue Integrity, Debt Management (including Debt Collection) and Tolling Operations for the New Zealand Transport Agency. The role is responsible for the design and implementation of campaign strategies delivering targeted customer communication which supports the effective recovery of outstanding debts while maintaining positive customer relationships and meets compliance with regulatory requirements. The role will see you being responsible for providing, analysing and interpreting complex data sets related to NZTA's revenue. You will be responsible for campaign strategy & planning as well as monitoring campaign and collection lifecycle effectiveness and making recommendations for improvements.

Ko koe tēnei About you

To be successful in this role, you will bring:

  • Experience with campaign management software and tools.
  • Knowledge of customer behaviour and engagement strategies.
  • Proficiency in data analysis and reporting tools.
  • Strong analytical and problem-solving skills.
  • Experience with statistical modelling and forecasting.
  • Ability to adapt to changing priorities and new challenges.
  • Proven experience in contact centre operations, campaign management, or a related role.
  • Strong understanding of contact centre technologies, CRM systems, and data analytics.
  • Excellent project management skills with the ability to manage multiple campaigns simultaneously.
  • Exceptional communication and presentation skills.
  • Ability to work collaboratively in a fast-paced environment.

You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori. You will also have knowledge of, or a willingness to gain an appreciation of te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public sector.

Ko wai mātou About us

The purpose of the Customer and Services group is to:

  • Deliver great transactional products and services through operational excellence and a customer focus.
  • Support the effective operation of the land transport system by making transactional and backend services simple, easy to use and effective for the user.
  • Continue to improve the experience of people who interact with Waka Kotahi and our services and products by driving efforts to assess and elevate areas where the customer experience can be optimised to make customer interactions consistent, simple, and positive experiences.
  • Develop a service and back-end delivery capability to support effective and efficient operation of new and emerging functions for Waka Kotahi including licensing, ERP incentive schemes, National Ticketing, and Safety Camera Systems and ticketing.
  • Create our customer and services strategy with others to deliver an integrated customer and user experience informed by understanding our customer requirements to advise the business on how we can strengthen our focus in this area.

To be considered for this position you must have a legal right to live and work in New Zealand.

NZTA Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.

Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.

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