Senior Client Experience Analyst | Wellington | Permanent

Senior Client Experience Analyst | Wellington | Permanent The Senior Client Experience Analyst sits within the Enablement Group and is part of the wider Learning and Continuous Improvement Group. The team works alongside Service Delivery teams and colleagues across MSD to understand client experience, identify improvement opportunities, and support better outcomes for New Zealanders. You will work with senior and frontline colleagues, service designers, process improvement analysts, MSD Strategy and Insights, and external partners including other government agencies, service providers, community groups, and contracted vendors. About the role | Mō te tūnga In this role, you will listen to clients, gather and analyse data, and develop actionable insights that tell compelling client stories to MSD leaders and frontline staff. As a champion of the voice of the client, you will lead collaborative projects with Service Delivery teams using best practice design thinking, co-design, qualitative research, and survey methodologies to support continuous improvement for our clients. You will design research proposals, discussion documents and surveys, coordinate project team activities, lead client workshops, focus groups and phone-based interviews, and present insights to both technical and non-technical audiences. You will also help develop client experience survey tools, manager dashboards, and current and future state client journey maps to guide service and channel improvements. Extensive experience collecting and analysing qualitative and quantitative data, and using insights to measure change and support improvement. Strong communication, presentation and storytelling skills, with the ability to present actionable insights to a broad range of stakeholders. Proven ability to build effective working relationships across a large organisation and work collaboratively with internal and external stakeholders. A strong understanding of client experience, service design, design thinking, co-design, survey design, and applied client research. Experience facilitating workshops and adapting your approach for different audiences. Excellent planning, organisational, analytical, problem-solving and relationship management skills. A strong client focus, team focus, and commitment to developing collaborative solutions. The ability to support team capability, coach or mentor others where needed, and contribute positively to change initiatives. What’s in it for you | Nōu te rourou This is an opportunity to use research, insight and storytelling to influence services that make a real difference for New Zealanders. You will help bring the voice of clients into decision-making and continuous improvement across Service Delivery and MSD. You will join a supportive and inclusive working environment where collaboration, wellbeing, integrity and making a difference for communities are valued. A position description is below for this role. Please review it for more detail about the responsibilities, know-how, attributes, key relationships and delegations for the Senior Client Experience Analyst position. Salary | Utu-ā-tau: $103,815.00 - $125,958.00 #J-18808-Ljbffr