Head of Customer Insight
Build the NZ Post brand through great customer experience
Summary about this job
Other
Company: New Zealand Post Limited
Location: Auckland
Work type: Full Time
Salary: n\a
Phone: +64-6-703-2499
Fax: +64-7-518-4888
E-mail: n\a
Site: n\a
Detail information about job Head of Customer Insight. Terms and conditions vacancy
- Be part of a passionate, energetic team that is focused on success
- Put the customer at the heart of everything of the business
- Build the NZ Post brand through great customer experience
Make New Zealand Post a part of your success story!
About NZ Post:
This is an exciting time to join NZ Post and to help the business meet the needs of our customers into the future. With the growth of online shopping, NZ Post is well positioned to be the best delivery partner and leverage our capability to reach all New Zealanders across every part of the country. Parcels already contribute over half of our revenue and NZ Post delivers half of all the parcels bought online. Help us put the customer and our brand at the heart of the organisation.
About the role:
As the Head of Customer Insights you'll lead the generation of insight from the voice of customer / Net Promotor System programme and activate business improvement opportunities to improve overall NPS scores. Reporting to the GM Consumer Marketing & Brand, this is a leadership role driving the business to improve NPS - one of the three key indicators for the business.
Key duties of the role include:
- Design and implementation of an integrated voice of customer programme including NPS.
- Identification of key drivers of customer value and recommendations for implementation in the business.
- Leading the establishment of customer feedback loops driving continuous improvement.
- Lead the measurement of customer in transformation projects
- Develop driver models linking voice of customer to operational data and set operational targets for service delivery.
- Overall business owner for voice of customer programme.
A bit about you:
We are looking for someone with a career to date that demonstrates progressive increases in responsibility for customer insights that go well beyond standard reporting requirements. The ability to communicate and lead conversations with customer led data at the heart and your investigative approach will ensure that you add value.
You will have extensive background in data analysis, insights generation and data modelling to provide the business a robust single view of customer, you'll also manage and maintain our customer research data, and deliver research end to end. The candidate will have experience leading NPS or VOC programmes before and ideally bring experience in an applied operational environment to enable more effective direction in implementation.
In return, we'll give you opportunity, development and the chance to make a significant difference in an organisation undergoing transformational change.
To find out more, visit NZ Post's Careers website to download the position description for the role or for further information please contact Anisha Nalin on 0272064518.
Applications close on 1st August 2018.