Customer Operations & Insights Manager | Wellington

Customer Operations & Insights Manager

• Turn our customer service data into compelling actionable insights
• Work with a team that values innovation, collaboration, and continuous improvement
• Auckland (Highbrook) or Wellington (Pipitea) based

Kōrero mō te tūranga - About the role

We're looking for a passionate and driven Customer Operations & Insights Manager to join our team and play a key role in ensuring that data and insights shape our decision-making.

You'll lead a high-performing team of analysts responsible for extracting meaningful insights from data and translating them into actions that enhance performance across our Customer Service teams. You'll manage the operational performance of our Customer Service Team, ensuring that we have the right resources in place to meet customer demands, while driving efficiencies in line with our strategic goals.

You'll do this through:

• Leading, mentoring, and developing a team of reporting analysts and workforce planning specialists, ensuring a high level of engagement and professional growth. Setting priorities, managing workloads, and providing constructive feedback.
• Overseeing key data and insights initiatives such as customer service metrics, NPS, and performance reporting. Developing and maintaining reporting frameworks to provide actionable insights that enhance performance.
• Developing and implementing workforce planning strategies to ensure service demands are met. Using analytical tools to forecast trends, manage resources, and optimise allocation to maintain excellent service levels.

Mōu - About you

You'll be an experienced people leader, who understands the world of data analysis, insights and capacity planning, ideally within a call centre type environment.

You'll combine this with

• Strong technical knowledge including SQL and advanced Excel skills and expertise in PowerBI, Tableau
• The ability to create data visualisations that communicate complex insights to non-technical stakeholders
• Comfort in presenting data to business leaders and influencing decision-making
• Excellent communication skills, critical thinking, problem-solving abilities
• A collaborative approach and continuous improvement mindset

He Aha Te Pai - What you'll love about us! 

We're passionate about our commitment to deliver the best for Aotearoa - to help businesses thrive, and to deliver what Kiwis care about.  Our permanent employees enjoy a variety of benefits including:

• Access to discounted health insurance plans for you and your family
• Special rates on fantastic holiday home accommodation around New Zealand
• Retail shopping discounts with our partners
• An Employee Assistance programme to support you when you need it
• Plus more!!

Hiahia? - Interested? Come and join the whanau!

There's a story in every parcel. And wrapped up in every parcel, is the people of NZ Post.  Our mahi is different, but we share the same goal - to contribute to the growth and prosperity of our beautiful Aotearoa.  Whether you're a number-crunching data analyst, a parcel processing whizz, a marketing maven, or a sales superstar, we've got a spot for you in our dynamic team. Start your journey with us.

Apply today or find out more details about this opportunity by downloading the JD on the NZ Post Careers page.  If you require additional information, please contact Michele Christie (Talent Acquisition Specialist) on 022 087 5195

Applications for this position close on 2 April 2025

Due to the fast-paced nature of NZ Post, our vacancy close dates may be subject to change, so don't delay and make sure you apply as soon as possible.  

All successful applicants will be required to provide proof of their eligibility to work in New Zealand and will be subject to a security check and reference checks.  Some of our roles may also require a credit check and/or a drug test. 

If you're interested in a role, please apply directly through our online portal. No one knows what we do and how we do it better than us, and our in-house talent team are experts at finding the right people for the right roles.  We won't consider candidates through agencies unless this has been previously approved. 

There's something really special about being part of the team here at NZ Post - Tukurau Aotearoa, who we are and what we stand for is grounded in our values.

We are proud to be Rainbow Tick certified and recognise the diversity and uniqueness of our workforce and reaffirm our commitment to create a safe and inclusive environment for everyone.