Customer Research Analyst

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 fulltime position
• Predominantly a Wellington-based unit; will consider applications from outside Wellington.

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 sits within the Customer, Design and Innovation (CDI) Branch, which enables and empowers the functions of Te Whakatairanga Service Delivery (TWSD) to ensure that work is planned and prioritised in a way that will deliver on our strategic outcomes and in alignment to financial obligations. The CDI Branch is a centre of expertise, delivering a variety of specialised functions across Te Whakatairanga Service Delivery (TWSD). It brings clarity and robust advice to the way work is commissioned and governed.

The Customer Research team's role is to champion the voice of the customer and provide a deep and rich understanding of customers. This research is used to provide a better understand of customer behaviour and experience to help drive meaningful improvements across different systems, including Immigration.

The current major workstream focuses on a programme of work for “Our Future Services” (OFS) within Immigration New Zealand (INZ). The OFS programme will deliver a more cost-effective immigration system that is more productive, more effective at managing immigration risk, and provides a better experience for our customers and staff. This role will support the delivery of OFS workstreams and products - including the research, analysis and artefact development required to deliver customer journey maps within set milestone dates. 

The role will be working closely with a Senior Customer Research Analyst, contributing to conducting targeted market research from initial scoping and planning and recruitment phases through to design, conducting fieldwork, analysis and providing recommendations. The role will be involved in gathering and analysing direct feedback from customers and collaborating to translate these into themes and patterns that will inform customer-centric decision making across TWSD and INZ. This includes contributing to advocating for improvements to customer service within operational, policy and regulatory settings, while also understanding and balancing the other business objectives of TWSD and INZ, including its role as a regulator.

Ngā pukenga me ngā wheako e hiahiatia ana -

Skills and Experience Required
 

• It would be preferable to have a tertiary qualification in a related field (e.g. Human Centred Design, UX Research, anthropology, psychology, social sciences)
• With at least two years demonstrated Market Research experience in contributing to end to end customer research, including experience in the development and delivery of Customer Journey Maps
• Ability to work collaboratively with a diverse range of internal and external stakeholders and build strong trusted relationships
• Ability to support the Senior Customer Research Analyst with the design, development, and delivery of direct customer research projects, including fieldwork, organising and co-ordinating participant recruitment
• Ability to communicate effectively and empathetically, both written and verbally, with customers of differing backgrounds, including people for whom English is a second language
• It would be an advantage to have demonstrated skills in analysis, identifying key insights and themes from interviews, workshops, and other qualitative information
• It would be an advantage to have experience communicating insights and findings through visual design/presentation , potentially with experience with tools such as Visio or Adobe Creative Suite
• Comfortable working in a fast paced, project based, work environment with quick turnarounds and managing multiple priorities
• Prepare and maintain documentation to ensure a standard approach is followed and quality standards are met
• Must be a New Zealand citizen or Permanent Resident

Ētahi kōrero mō MBIE - About MBIE:

MBIE's goal is to create a resilient and high-performing economy that delivers real and ongoing quality of life for all New Zealanders.

We do this by working with others to create an environment that supports businesses to be more productive and internationally competitive, enables all New Zealanders to participate in the economy through improved job opportunities and by working to ensure quality housing is more affordable.

People are at the heart of our mahi, our way of working is guided by our values which shape our behaviours.

• Mahi Tahi – Better Together
• Māia – Bold and brave
• Pae Kahurangi – Build our Future
• Pono Me Te Tika – Own It

Our aspirations are echoed in our Māori identity – Hīkina Whakatutuki – which broadly means ‘lifting to make successful'.

MBIE recognises the partnership founded under Te Tiriti o Waitangi between Māori and the Crown and is committed to giving effect to Te Tiriti o Waitangi. We will do this through enduring, meaningful and effective partnerships with iwi, Māori, other Māori groups/organisations and the Crown, as this is critical to enable economic and social development, both for Māori and for wider Aotearoa New Zealand. We are committed to continuing to partner with iwi in order to find new sustainable solutions to address long standing systemic and cross-cutting issues facing Māori and wider Aotearoa New Zealand and we are also committed to identifying opportunities for iwi to lead and creating an enabling environment for iwi to leverage these opportunities.

E mōhio ana a Hīkina Whakatutuki i puea ake te kōtuinga I waenganui i a ngāi Māori me te Karauna i Te Tiriti o Waitangi, ā, kei te whai ia ki te whakaū ake i Te Tiriti o Waitangi. Mā te whai kiko o ngā kōtuinga ahungaroa o ngāi wi, o ngāi Māori, me ētahi atu rōpū Māori ki te Karauna, katutuki tēnei. He āhuatanga nui tēnei e āhei ai ngā mahi whanaketanga ā-ohanga, ā-pāpori hoki ki a ngāi Māori me Aotearoa whānui. E whai tonu ana mātou ki te kōtui atu ki ngā iwi mō te rapu huarahi hou ki te whakaara i ngā kaupapakua roa nei e tāmi ana i a ngāi Māori me Aotearoa whānui, ā, e whai ana hoki ki te tautohu i ngā āheinga kōkiritanga mā ngā iwi, me te tautoko i ngā iwi kia whai mana ake ai ēnei āheinga.

Me pēhea te tono - How to Apply:

Click here to view a position description. All applications must be submitted via our online process and include a Cover Letter and CV outlining your interest and suitability for the role. 

Email Fati Tagata at fati.tagata@mbie.govt.nz quoting ref MBIE/17144 if you have any further questions.

Applicants must be New Zealand citizens or New Zealand permanent residents to apply for this position.

Applications close on Sunday 25 May 2025. 
Note, we would reserve the right to close the advertisement early should suitable candidates be identified.