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Voice of Customer Insights Specialist (FTA)

North Shore
Mitre 10 MEGA


Mitre 10 (New Zealand) Limited have been a part of New Zealand's home improvement culture since 1974. An award-winning success story, we delight our customers with our home improvement, garden and trade offer.

We’re set to transform our business and one of the ways we're going to achieve this is through the creation of a Mitre 10 Customer Intelligence team. The Voice of Customer Insights Specialist role is a new addition to the team and will join us on a three-year fixed term engagement.

This role is ideal for an Insights expert as you'll be tasked with driving a number of customer insights initiatives and projects, core elements being our new Voice of Customer programme and our new quarterly Customer tracker, that will complement our existing Brand Tracker. This role is central to the development and ongoing success of our broader VoC programme.

You'll need to hit the ground running to drive the implementation, change management and ensure the ongoing success of the VoC programme, working across the Mitre 10 Support Centre and our store network. You'll be the insights expert helping the business to have customers front and centre in their thinking and empowered with the insights they need to make informed business decisions.

The successful candidate will have:

  • Relevant qualification in marketing, market research, business or psychology
  • 4+ years experience working in an Insight’s role, supporting voice of the customer / NPS programmes or other similar customer insights or research programmes
  • Experience in retail and customer service industries preferred
  • Solid skills using common survey platforms including research survey design, analysis, reporting and dashboard creation
  • Knowledge of general research approaches, Customer Experience, Brand Experience, VoC and Shopper Insights practices
  • Working knowledge of Customer Experience Design and Service Design approaches an advantage
  • Importantly the high EQ, self-awareness, personal resilience and sense of humour required to thrive during considerable change.

If you're someone who is passionate about customer research, who can surface and leverage insights to be actionable across the business (supporting innovation and business growth) and generally has a can-do approach to meeting ever changing business needs we'd like to hear form you.

This is an opportunity to make your mark within an iconic Kiwi company. If this sounds like you, please apply.

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