Service Behaviour Analyst

Whakarongorau Aotearoa

  • Fixed Term
  • Multiple Location Options
  • Excellent CBD fringe location
  • Competitive remuneration package
  • Fixed-term role until February 2022

Whakarongorau Aotearoa recognises the importance of whānau, hapū and iwi within Aotearoa. Our goal is to establish high trust collaborative relationships with Māori and to align our services to consider and reflect Māori aspirations and equity within our work. The Service Behaviour Analyst - Mana Taurite will work alongside our internal and external partners to establish new service design by understanding experiences and behaviours of our service users; with a particular focus on the COVID vaccination service.

About the role - Atu mo te mahi

The Service Behaviour Analyst - Mana Taurite will provide improvement suggestions for Whakarongorau Aotearoa's services to support improved service user experience for Māori and Pacific Peoples, while working to the parameters of Appendix one.

Key tasks and accountabilities:

  • Create and conduct service user surveys as required to collect required data for analysis and service improvement recommendations
  • Utilise qualitative and quantitative data from our service users, to provide evidence based service improvements to positively guide for Māori and Pacific Peoples to Whakarongorau Aotearoa
  • Ensure timely, accurate and complete reports are provided to management and the wider organisation
  • Work alongside the Analytics and Insights team to review and report on trends and patterns with a specific focus on Māori and Pacific Peoples
  • Collaborate with the Customer Experience team to provide innovative service delivery and design recommendations which meet the health needs of our priority populations
  • Continuously identify ways to improve the efficiency and effectiveness of our COVID Vaccination service, promoting innovative ideas for equitable health outcomes
  • Provide insights into new service design by championing optimised service user experience across all services

About you -Pehea koe

Qualifications and experience:

  • A tertiary qualification in Psychology or similar
  • Ideally expertise in Te Whare Tapa Whā (Māori model of health)
  • Three plus year'rsquo; experience in an analyst role is preferred
  • Ideally experienced in statistical analysis

Skills and competence:

  • A sound knowledge, understanding and application of Te Reo Māori and Tikanga
  • Proven ability to engage effectively with Māori and non-Māori and advise on equity focused approaches
  • Knowledgeable of health inequalities and priority populations
  • Exceptional strategic, communication and interpersonal skills, including the ability to engage well with others and positively influence outcomes
  • A strong understanding of Government and the Treaty of Waitangi
  • Knowledgeable of health inequalities and priority populations
  • Strong analysis and problem solving skills

About us - Ko wai hoki

Whakarongorau Aotearoa are privileged to provide the people of Aotearoa New Zealand with professional, quality advice, support and information across a range of health and mental health services including the COVID-19 Healthline. We do this 24 hours a day, seven days a week across seven digital channels. We manage inbound and outbound call centres in Auckland, Wellington and Christchurch as well as remote teams working from their homes across the country.

Our values - Ō Tātou Uara

Our ambition is to virtually support people of Aotearoa New Zealand to stay well and connect them seamlessly with care when they need it.

Our values underpin all we do, and how we do it:

  • Do the right thing - Mahia te mea tika
  • Motivated by quality - Hihiri e te kounga
  • Passion for better - Ngākau nui ki te pai ake
  • Shoulder to Shoulder - Pokohiwi ki Pokohiwi

Whakarongorau Aotearoa celebrates the success of our staff and is continually looking for ways to strengthen and improve our service. You can also look forward to being part of a growing and well-respected national organisation that celebrates success.

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