Cx Insights Analyst, Auckland, Auckland Council

Published 2022-06-30
Expires 2022-07-30
ID #1066281012
Cx Insights Analyst, Auckland, Auckland Council
New Zealand, Auckland, Auckland,
Published June 30, 2022

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Cx insights analyst

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He angitūtanga: The opportunity

Auckland Council’s Operations and Optimisation department has an opportunity for a Customer Services Insights Analyst within the Stakeholder and Partnerships team. Reporting to the Stakeholder & Partnerships Team Leader you will investigate, design and contribute to the success of the ongoing Regulatory Service Customer experience programme by engaging with internal and external stakeholders to improve the Customer Experience.

Day-to-day you could expect to work on:

Design and advise on targeted Customer Experience Management programmes
Lead the process of capturing feedback, understanding customer problems and developing analytical solutions
Source, prepare and analyse insights data
Create and standardise written or verbal responses to complaints and survey feedback, managing customers directly as required

Click to access Position Description 

He kōrero mōu: About you

This role requires a high level of understanding of Customer Experience frameworks and metrics including CSAT, CES and NPS. 

We will be looking for specific experience with:

A minimum of 5 years relevant experience in a legal, regulatory, policy or customer services role preferably within a large complex organisation
Excellent knowledge of the LGOIMA and Privacy Acts
Experience in delivering business improvement programmes, developing strong relationships, and leading capability through mentoring and training
Intermediate knowledge of Microsoft office, SAP, reporting tools and document management systems
Excellent interpersonal skills with proven ability to collaborate and influence others to reach shared outcomes
A high level of discretion, diplomacy and negotiation skills

Ngā āhuatanga kei a mātou: What we offer

Auckland Council is one of the largest local authorities in the South Pacific providing essential services and facilities to more than 1.5 million people. We are progressive socially, culturally and environmentally while we work towards creating change having an impact on our journey to becoming a world-class city for our ratepayers and residents. In return for your hard work, you can expect a flexible remote working and supportive, robust work environment. 

Ehara taku toa, he takitahi, he toa takitini - My success is not mine alone, but the success of many.

You’ll have access to a range of fantastic Auckland Council benefits, including discounted Leisure Centre membership and a range of other partnership discounts! To find out more please click link

Applications close Sunday 10 July 2022

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.

Auckland Council strongly encourages our employees to be fully vaccinated.

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    Auckland Council
    Registered on October 7, 2017


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    Information technology (IT) is the application of computers to store, study, retrieve, transmit, and manipulate data, or information, often in the context of a business or other enterprise. IT is considered a subset of information and communications technology (ICT). In 2012, Zuppo proposed an ICT hierarchy where each hierarchy level "contain[s] some degree of commonality in that they are related to technologies that facilitate the transfer of information and various types of electronically mediated communications". The term is commonly used as a synonym for computers and computer networks, but it also encompasses other information distribution technologies such as television and telephones. Several industries are associated with information technology, including computer hardware, software, electronics, semiconductors, internet, telecom equipment, and e-commerce. Humans have been storing, retrieving, manipulating, and communicating information since the Sumerians in Mesopotamia developed writing in about 3000 BC, but the term information technology in its modern sense first appeared in a 1958 article published in the Harvard Business Review; authors Harold J. Leavitt and Thomas L. Whisler commented that "the new technology does not yet have a single established name. We shall call it information technology (IT)." Their definition consists of three categories: techniques for processing, the application of statistical and mathematical methods to decision-making, and the simulation of higher-order thinking through computer programs.

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    Source: https://en.wikipedia.org/