VOC Programme Implementation Specialist - Intelligence & Insight Specialist (L1)

Inland Revenue Te Tari Taake

Auckland
Permanent
Full-time

17 hours ago

Job Description:VOC Programme Implementation Specialist

Qualtrics experience is preferred but similar world class survey platforms considered.
Experience managing complex, large-scale data from varying sources.
Sound collaboration, communication, and critical thinking skills.
Permanent, full-time role - all IR locations considered.

Mō te tūnga | About the roleWe are seeking a detail-oriented individual to join our team as a VOC (Voice of the Customer) Programme Implementation Specialist. You will play a crucial role in implementing and managing our VOC programme using Qualtrics, leveraging internal data to trigger surveys and gather valuable insights about our customers.Your key responsibility includes:

Configuring and customising Qualtrics surveys and dashboards to collect and analyse customer feedback data.
Implementing automation using internal data as triggers from designated sources, initiating the survey process accordingly.
Using SQL for data validation to ensure the accuracy and reliability of internal data used for triggering surveys.
Developing and maintaining processes for ongoing data collection and analysis, ensuring accurate and reliable insights.
Conducting regular data quality checks and troubleshooting any issues related to data integration and automation.
Applying critical thinking skills to devise logical and efficient automation strategies, making sense of complex data.
Staying updated on industry best practices and emerging trends for VOC implementation.
Maintaining thorough documentation of processes, procedures, and findings to ensure transparency and knowledge sharing within the team.

You will collaborate with a diverse range of people and teams during the delivery of projects. This will require you to communicate technical concepts in layman's terms to non-technical people. Attention to detail is a must to identify inconsistencies in the data.We want someone who is passionate about understanding the positive and negative impacts of how tax and social policy initiatives, products, and services affect customer behaviour and experience. Your natural curiosity and eagerness to learn will enable you to thrive in this role and make a meaningful contribution to our team, helping us create a better tax system for all New Zealanders.Mōu | About youTo be successful in this role you will have the following skills and experience:

Bachelor's degree in a related field such as Business, Statistics, or Data Science is preferred.
3+ years' experience with Qualtrics but similar world class survey platforms considered.
Basic to intermediate proficiency in SQL for data validation purposes, with a keen eye for detail.
Excellent communication skills, with the ability to articulate technical concepts to non-technical stakeholders.
Detail-oriented mindset with a high level of accuracy in data management and documentation.
Ability to work independently and prioritise tasks effectively in a fast-paced environment.
Strong critical thinking skills required for devising logical automation strategies and troubleshooting data-related issues.
Knowledge of tax or accounting principles will be considered a plus.

Mō te roopu | About the Customer Voice & Measurement domainWe present the voice of the customer.The Customer Voice & Measurement domain helps IR evaluate, measure, and monitor customer performance and perceptions over time, as well as deliver research based on the platforms we manage. Our focus is to determine how well our policies, products and services meet the needs and drivers of our diverse customers over their journey. We also translate what we learn into accessible insights and compelling stories that connect our people to customers' needs and pathways to achieve the outcomes we both seek.Tono mai | Apply hereDoes this sound like you? Don't delay - Apply now! Please apply with your resume and cover letter.For more information about the role or the team, please contact .Applications close 5pm 22 May 2024

Inland Revenue Te Tari Taake

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