Customer Research Analyst
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Tēnei tūranga – About the role
The Customer Research Analyst works within the Customer Research unit who champion the voice of the customer and help the Customer, Design and Innovation (CDI) Branch group better understand customer behaviour and experience.
The Customer, Design and Innovation (CDI) Branch 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 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 Analyst role will contribute to conducting targeted market research from initial scoping and planning phases through to design and interpretation of recommendations. The role will be involved in gathering and analysing direct feedback from customers and translating these into trends, patterns and correlations that will inform customer-centric decision making across TWSD. This includes advocating for improvements to customer service within operational, policy and regulatory settings, while also understanding and balancing the other business objectives of TWSD.
Ngā herenga – Requirements of the role
Personal specifications
- Tertiary qualification in anthropology, psychology, or other qualitative research-based degree, or at least three years demonstrated experience in market research/customer, or customer centred research techniques (preferably in a leading role, confidently managing research projects end-to-end).
- Demonstrated ability of contribution to the design, development and implementation of qualitative research projects.
- Demonstrated skills in analysis identifying key insights from interviews, workshops and other qualitative information.
- Demonstrated ability to identify and communicate recommendations that meet customers’ needs and wants with an understanding of the constraints within the business and IT applications.
- Demonstrated ability to draft high quality reports and presentations and communicate findings and recommendations to business stakeholders.
- Comfortable working in a fast paced, project based, work environment with 3-4 week turnarounds.
- Understanding of best practice for applied client/customer research.
- Ability to competently work with a diverse range of internal and external stakeholders and build strong trusted relationships.
- Strong ability to balance and manage multiple priorities and take a practical, problem-solving, approach to meeting tight deadlines.
- Sound understanding of the economic, social, and political, and regulatory environment within which INZ operates, and demonstrates ability to work flexibly as the needs and priorities of the Minister and the Ministry change.
- Must be a New Zealand citizen or Permanent Resident.
Research, Analysis and Reporting
- Work with internal stakeholders to understand and draw out business objectives, to support design an development of market research projects.
- Contribute to the design of discussion guides, interview guides, and surveys, with fit for purpose methodologies.
- Contribute to the design and delivery of customer workshops/focus groups (either face-to-face or online) and interviews (face-to-face, phone-based or online).
- Lead assigned projects as designated by the Manager.
- Effectively interact, work and develop relationships with people of various cultural backgrounds.
- Analyse and interpret trends, patterns and correlations to build understanding of customer behaviour, needs and experience.
- Support generation of high-level strategic themes and insights to inform customer focussed business decisions.
- Provide input or draft presentations for technical and non-technical audiences, ensuring information is accurate, well-reasoned and presented in a way that provides actionable insights.
- Provide input to or draft well-presented reports, presentations and graphics setting out research findings and their implications.
- Provide input into the development of solutions, strategies and operational models.
- Contribute on advice to managers and teams across INZ to assist with their understanding and application of customer insights.
- Escalate identified risks and/or issues to the Senior Customer Research Analyst or Manager and contribute to mitigation or resolution.
- Prepare and maintain documentation to ensure a standard approach is followed and quality standards are met.
- Remain up to date on the latest development in design thinking, co-design, survey design and service delivery and ensure fit-for-purpose methodologies are developed and implemented.
- Use digital collaboration tools such as Optimal Workshop or Adobe Experience Manager, or the desire to expand your knowledge and learn about these tools.
Wellbeing, health & safety
- Displays commitment through actively supporting all safety and wellbeing initiatives.
- Ensures own and others safety at all times.
- Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting.
- Reports all incidents/accidents, including near misses in a timely fashion.
- Is involved in health and safety through participation and consultation.
Tō tūranga i roto i te Manatū – Your place in the Ministry
The Customer Research Analyst position reports into the Manager Customer Research position within the Customer, Design & Innovation branch. The branch sits within Te Whakatairanga Service Delivery (TWSD) group.
To mātou aronga – What we do for Aotearoa New Zealand
Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose, Grow Aotearoa New Zealand for All.
To Grow Aotearoa New Zealand for All, we put people at the heart of our mahi. Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.
As agile public service leaders, we use our breadth and experience to navigate the ever-changing world. We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders. We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).
Ngā matatau – Our competencies
Cultivates innovation We create new and better ways for the organisation to be successful by challenging the status quo generating new and creative ideas and translating them into workable solutions.
Nimble learning We are curious and actively learn through experimentation when tackling new problems by learning as we go when facing new situations and challenges.
Customer focus We build strong customer relationships and deliver customer-centric solutions by listening and gaining insights into the needs of the communities we serve and actively seeking and responding to feedback.
Decision quality We make quality and timely decisions that shape the future for our communities and keep the organisation moving forward by relying on an appropriate mix of analysis, wisdom, experience, and judgement to make valid and reliable decisions.
Action oriented We step up, taking on new opportunities and tough challenges with purpose, urgency and discipline by taking responsibility, ownership and action on challenges, and being accountable for the results.
Collaborates We connect, working together to build partnerships with our communities, working collaboratively to meet shared objectives by gaining trust and support of others; actively seeking the views, experiences, and opinions of others and by working co-operatively with others across MBIE, the public sector and external stakeholder groups.
Te Tiriti o Waitangi
As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti). Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All. The principles of Te Tiriti - including partnership, good faith, and active protection – are at the core of our work. MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.
Mahi i roto i te Ratonga Tūmatanui – Working in the public service
Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.
In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.
What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission
