Customer Conversations Analyst (12 Months Fixed Term)
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ASB Direct Channels is focused on providing seamless and integrated customer experiences that will assist us to accelerate progress of all New Zealanders. Our customers expect our channel experiences to be simple, easy and convenient.
This is a newly created, 12-month contract role to support on a project: implementation of new phone and messaging systems and this role is required to assist with messaging Content and Speech Analytics maintenance, primality based at our offices at C:drive Albany but can also enjoy flexibly working arrangements.
As the Customer Conversations Analyst, you will be responsible for developing and optimising voice and chat experiences that improves service offerings in all interactions with Direct Channel's.
Supporting the team in performing data analysis on customer interaction data to uncover patterns, emerging issues, and improvement opportunities.
Te tūranga | The role:
- Monitor and analyse customer interactions across phone and messaging channels, by using call recordings and messaging transcripts.
- Identify key themes or trends and sentiment to gain a comprehensive understanding of customer preferences and pain points.
- Update speech and messaging tools to ensure information captured is accurate and relevant to the conversations categories.
- Utilise data from customer interactions and speech analytics to assist team in building customer intents, capturing the underlying motivations, goals and expectations of customers.
- Develop and maintain a structured framework for organizing and categorizing customer intents, enabling effective analysis and actionable insights.
- Work in partnership with Business Partners/Tribes and act as an intermediary to assist in ensuring that delivered intents or conversations meet customer and business needs.
- Effectively manage my workload whilst actively looking for opportunities on the ways to improve processes within my team and or stream of work.
Ō pūkenga | About you:
We are looking for someone with a collaborative mindset, the ability to work well in a team and across different departments.
Be able to plan, prioritise, keep stakeholders informed and deliver to deadlines. Having a detailed eye with the ability to spot patterns and trends in customer interactions.
Strong passion for understanding customer behaviour and delivering exceptional customer experiences.
Basic knowledge of data analysis and visualisation tools e.g. Excel, Tableau, SQL and eagerness to learn and grow in the field of customer experience management and analytics.
This is a varied and challenging role; where you will be part of a friendly, supportive team environment with a dynamic culture.
He aha tāu e hoki mai ai? | What will you get in return?
Company/Culture: ASB is more than just a place to work. We want our people to grow personally and professionally, and we want to attract amazing talent. One way we try to do this is by giving our people access to benefits over and above what we pay. So, we have a range of policies to ensure you can live life one step ahead with ASB. Check out more information here Why work here? - ASB Careers (asbgroup.co.nz)
At the heart of ASB is us; the people, working together. Our values of Caring, Passion, Integrity, United, and Courage are the characteristics that best describe who we are and what we stand for. It's our people who live and breathe our purpose, our values, and our brand every day. Join the ASB team, and together we'll continue to help our customers live life one step ahead.
Me pēhea te tono | How to apply:
If this role sounds like it might be the one for you then please click "apply"… we'd love to hear from you!
Please note that all applications must be received online via our careers site, to be considered for Please see attached position description for further information.
Job Details
