Auckland Transport is leading the development of transport infrastructure and solutions that enable healthy and accessible communities.
Regardless of your choice to walk, cycle, drive, take the ferry or train, we are passionate about working together to deliver safe, efficient, innovative and sustainable options whilst providing a transport system that will create a vibrant and connected Auckland.
We are on a journey and working to shape our organisation through an ambitious transformation programme providing for more effective and efficient AT.
Delivering Auckland’s transport solution on such a mammoth scale is no mean feat and we need a talented team to ensure we are up to this task.

TE WHIWHINGA MAHI | THE OPPORTUNITY

We are seeking a fixed-term Senior Customer Insights Specialist to join the team for 6 months to bring the voice of the customer into strategic business decisions and to help lead the Customer Insights team.
This integral role is responsible for the delivery of insights that deepen our understanding of what is important to customers, identify and size customer pain points, identify ways to improve customer journeys and implement smart voice of customer research programmes to measure success.

Key Tasks and responsibilities include:

• Design strategic programmes of research that deliver high impact customer insights to inform key business decisions, improve customer experiences, drive behaviour change and increase consumer trust and confidence in Auckland Transport.
• Establish robust customer experience metrics to size customer pain points, assess the performance of business initiatives and track the realization of customer benefits for major projects and programmes of work.
• Foster and nurture a deep understanding of customer behaviour and drive data-based decision making across the organisation through the delivery of actionable insights.
• Lead the design and delivery of agile customer research programmes, trialling and embedding innovative best in class research methodologies to gain deeper customer insights from a diverse range of stakeholder audiences.
• Manage projects end to end, from defining project scope in collaboration with key business stakeholders, commissioning agencies or managing in house, designing questionnaires, analysing data, and presenting insights tailored to different audiences.
• Grow the capability of the customer insights team by coaching, mentoring and supervising the delivery of projects on a day to day basis.

KO WAI MĀTOU | ABOUT US

At AT, we embrace inclusion and fully support building a diverse workplace where people come first and we feel safe, respected, valued and supported, inclusive of our differences. Our values are more than just words - they are integral to everything we do. Manaakitanga - We care, Tiakitanga - Safe with us, Whanaungatanga - We connect, Auahatanga - Better, bolder, together.
In addition, our Flexible Working initiative empowers our people to work flexibly whilst meeting the needs of our customers, the organisation and the individual.

In addition, we also offer:

• Investment in your professional development and training
• Opportunity for greater leadership and accountability
• Modern CBD (Wynyard Quarter) waterfront-based office
• Paid parental and partner leave
• Study assistance
• Health and Wellbeing benefits
• Professional memberships

Please apply providing your updated CV along with a cover letter summarising how you meet the requirements for this role.
Alternatively for a confidential discussion or further information please contact Kate Lawrence at kate.lawrence@at.govt.nz

LI-KL

• Design strategic programmes of research that deliver high impact customer insights to inform key business decisions, improve customer experiences, drive behaviour change and increase consumer trust and confidence in Auckland Transport.
• Establish robust customer experience metrics to size customer pain points, assess the performance of business initiatives and track the realization of customer benefits for major projects and programmes of work.
• Foster and nurture a deep understanding of customer behaviour and drive data-based decision making across the organisation through the delivery of actionable insights.
• Lead the design and delivery of agile customer research programmes, trialling and embedding innovative best in class research methodologies to gain deeper customer insights from a diverse range of stakeholder audiences.
• Manage projects end to end, from defining project scope in collaboration with key business stakeholders, commissioning agencies or managing in house, designing questionnaires, analysing data, and presenting insights tailored to different audiences.
• Grow the capability of the customer insights team by coaching, mentoring and supervising the delivery of projects on a day to day basis