Ko wai hoki - About us
Whakarongorau Aotearoa has the privilege of running free to the public, virtual health, mental health, and social services for the people of Aotearoa.
Our 12 clinical teams and support services are based across contact centres in Auckland, Wellington, Christchurch, and from their homes across Aotearoa.
We want to give everyone in Aotearoa the opportunity for wellness. We focus on the connected world of digital care, where we can help join all the dots, and select the right services, advice, support and help for the right need.
Through our 30+ services we connected with over 950,000 people last year (to 30 June 2021).
We use our healthy imagination to solve big problems by understanding the tiny ways that people are blocked from getting the care they deserve. Our imagination comes from our people and our partners and their drive to never give up.
The Insights Analyst will manage the Whakarongorau Aotearoa/National Telehealth Service (NTS) regular service user experience surveys and the online community group. They will also work with the Head of Customer Journey to assist in bringing consumer information and services together to support better service design and service delivery, improve user experience, and extend traditional promotion methods through effective community outreach and engagement.
Atu mo te mahi - About the role
The Insights Analyst will manage the service user experience (Feel o Meter) surveys and reports and will work with service delivery leads and others to outline service delivery and user experience improvements or changes.
- Regular reporting and analysis with feedback provided for improvement
- Conduct regular service user experience surveys, complete analysis and regular reporting with feedback for service improvement
- Support the internal continuous improvements as a result of the regular service user experience surveys for the services we deliver, working with internal leads, staff and users/consumer
- Maintain, grow, develop and expand the current Co.Discover online community platform
- Ability to explore other options and platforms where users are involved as part of continuous improvement, future project development for new services, and re-design of services
- Promote evidence-based approaches, activities, information and resources that contribute to protecting the health and wellbeing of New Zealanders
- Co-ordinate and support co-design projects - carrying out relevant research to get consumer feedback and insights
- Identifying ways to improve the efficiency and effectiveness of the service, promoting innovation and testing new ideas
- Review processes working with internal comms and CEIT that leads to improvements/how we deliver effective service user experience
Pehea koe - About you
Qualifications and experience:
- Degree or diploma or relevant qualifications in health, maths, education, or research
- Ideally two to three years' experience in quantitative research and using quantitative data
- Ability to produce relevant reports highlighting key findings and insights for a variety of stakeholders and service user groups
- Health sector or NGO experience
- Excellent communication skills particularly written and verbal
Skills and competence:
- An understanding of Te Tiriti o Waitangi and the special status of Māori as tangata whenua
- A strong commitment to equity
- Undertaking quantitative analysis and interpretation of survey data
- Strong excel skills
- Good organisations skills with proven ability to prioritise workloads
- Strong commitment to delivering excellent customer service and experience
- Results driven and committed to excellence
- Proven ability to work under pressure, motivate a team, and meet deadlines
- Accuracy and attention to detail
- Ability to lead and work as part of a team
- Strong emotional intelligence
- Organised and can delegate and co-ordinate work to meet objectives and deadlines
Ō tātou uara - Our values
Our values underpin all we do, and how we do it.
We are looking for people who align naturally with these values and will champion them:
- Mahia te mea tika/Do the right thing
- Hihiri e te kounga/Motivated by quality
- Ngākau nui ki te pai ake/Passion for better
- Pokohiwi ki Pokohiwi/Shoulder to shoulder
To tatou tikanga - Our culture
Our staff are passionate people, each driven to contribute to better health outcomes, with a focus on high priority populations. We are focused on hiring kaimahi who live and work in the communities they serve.
Whakarongorau Aotearoa's commitment to understanding and improving mana taurite (equal status) starts with the understanding of self and how we, as health professionals, think and behave each minute of each day to serve the health needs for Aotearoa.
To ensure we are as connected and as engaged as we can be with the people we help, nearly 20% of our workforce identify as Māori and 22% as Pasifika.