Senior Researcher - Voice of the Customer at Inland Revenue Te Tari Taake, Wellington Industry expertise in leading the design and management of real-time Voice of the Customer programmeProven ability to analyse customer feedback, generate insights, and communicate actionable findings to business stakeholders.Excellent project management skillsPermanent, full-time role - All Inland Revenue locationsMotetunga- 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.
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 programmeSignificant experience in quantitative research design and implementation, including large tracking programmes and complex bespoke researchCollaborate with cross-functional teams to develop and implement customer centric initiatives, leveraging insights derived from customer feedbackExperience with designing and building dashboardsProven ability to deliver projects at paceExcellent project management skills, with the ability to prioritize and manage multiple tasks concurrentlyDevelop surveys, run analysis, generate insights, and use storytelling to characterise customer experienceGenerate insights and use storytelling to characterise customer experienceIf you are passionate about driving customer-centric strategies through effective Voice of Customer programme management have a track record of success in this space, we encourage you to apply and be a key player in in our team.
Moteroopu- About the Customer Voice and Measurementdomain 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.
Does this sound like you? Don't delay - Apply now! Please apply with your resume and cover letter.
For more information about the role orthe team, please contact ******
Applications close at 5pm on Sunday, 21 April 2024. Note: You may be redirected to the employer's careers website.
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