Customer Research Analyst, Wellington

Discover a career with purpose at MBIE Are you keen to contribute to direct Customer Research, including Customer Journey Maps, in a skilled and dynamic team? Are you eager to develop and build upon your skills? Salary $85,537– 101,911 | Permanent full-time position Predominantly a Wellington-based unit; applications from outside Wellington will be considered.Tēnei tūranga - About the Role: We have an exciting opportunity for an experienced Customer Research Analyst to join the Customer Research Team within the Data Research and Insights (DRI) Unit. The Unit is part of the Customer, Design and Innovation (CDI) Branch, which supports Te Whakatairanga Service Delivery (TWSD) to ensure work is planned and prioritized to meet strategic outcomes and financial objectives. The CDI Branch is a centre of expertise, delivering specialized functions across TWSD, providing clarity and robust advice on work commissioning and governance.The Customer Research team champions the voice of the customer, providing deep insights into customer behavior and experience to drive improvements across systems, including Immigration. The main focus currently is on the“Our Future Services” (OFS) programme within Immigration New Zealand (INZ). The OFS programme aims to deliver a more cost-effective immigration system that is productive, manages risks effectively, and offers a better experience for customers and staff. This role will support OFS workstreams, including research, analysis, and the development of customer journey maps within set milestones.The role involves working closely with a Senior Customer Research Analyst, conducting targeted market research from initial scoping and recruitment through to design, fieldwork, analysis, and recommendations. It includes gathering and analyzing customer feedback, identifying themes and patterns to inform customer-centric decisions across TWSD and INZ, and advocating for service improvements within operational, policy, and regulatory contexts, while balancing other business objectives.Ngā pukenga me ngā wheako e hiahiatia ana - Skills and Experience Required Preferably a tertiary qualification in Human-Centered Design, UX Research, anthropology, psychology, social sciences, or related fields. At least two years of demonstrated market research experience, including developing and delivering customer journey maps.Strong collaboration skills with diverse internal and external stakeholders and the ability to build trusted relationships. Experience supporting research projects from planning to recruitment, fieldwork, analysis, and reporting. Effective and empathetic communication skills, both written and verbal, with customers from diverse backgrounds, including those for whom English is a second language.Advantages include skills in qualitative analysis, identifying insights from interviews and workshops, and experience with visualization tools like Visio or Adobe Creative Suite. Ability to work in a fast-paced, project-based environment, managing multiple priorities and quick turnarounds. Capability to prepare and maintain documentation to ensure quality standards.Must be a New Zealand citizen or Permanent Resident.Ētahi kōrero mō MBIE - About MBIE: MBIE aims to create a resilient, high-performing economy that enhances the quality of life for all New Zealanders. We support businesses to be productive and competitive, enable participation in the economy, and work towards affordable, quality housing.Our values guide our work: Mahi Tahi– Better Together Māia – Bold and brave Pae Kahurangi – Build our Future Pono Me Te Tika – Own It Our Māori identity, Hīkina Whakatutuki, means ‘lifting to make successful’. We recognize the partnership under Te Tiriti o Waitangi and are committed to meaningful partnerships with iwi, Māori, and the Crown to support economic and social development, address systemic issues, and empower Māori communities.Me pēhea te tono - How to Apply: Click here to view a position description. All applications must be submitted online, including a Cover Letter and CV outlining your interest and suitability. Email Fati Tagataat at , quoting ref MBIE/17144, for further questions. Applicantsmust be New Zealand citizens or permanent residents. Applications close on Sunday, 25 May 2025. We reserve the right to close the advertisement early if suitable candidates are found.#J-18808-Ljbffr