Library and Information Association of New Zealand Aotearoa
Te Rau Herenga O Aotearoa

Manager Insights & Analysis

Our vision for the future direction of Auckland Libraries is a response to the evolving digital landscape, changing customer behaviour and expectations and the speed of change to mobile connection and interaction, as customers both consume and create digital content. The online possibilities will reflect and extend the experiences of the physical space.

You'll be leading our Insights and Analysis team; a team that we are growing in numbers and responsibilities to move us into the next stage of data analytics and towards business intelligence.  The team is responsible for ensuring that we see and understand the changing needs of our customers and communities; identifying and analysing trends in customer use so that we can deliver world-class library experiences.  

The Opportunity - He Angitūtanga

 Our team has an exciting opportunity for an innovative customer insights leader with a background in business development, market research or analytics. You'll be leading the development of frameworks and practices for libraries' data: the capture, storage, analysis and reporting to serve diverse needs, from the regional perspective to the local.  

You'll be working collaboratively with other departments in Council, representing Libraries' needs in the council's information and analysis frameworks. You'll manage a team of specialists, interpreting data related to our customers' content usage and behaviour for robust qualitative and quantitative customer insights. 

These insights now include customer feedback being collected from Net Promoter Score (NPS).  These insights will be used to help our staff in their decision-making to enhance customer experiences throughout our libraries.

Your Skills and Experience - Ō Pūkenga me ō Wheako

As Manager Insights and Analysis, you'll be driving change to enable evidence-based decision making.  We provide insights to the wider libraries team to increase the usage of our collections through improving customer awareness and access

Naturally, you'll possess people leadership experience in the field of research, data analytics or customer research. Underpinning this will be proven experience in translating data sets and insights to significantly improve services.  We're looking for someone who sees the opportunity for innovation - looking at how we use data to inform our collection strategy and customer satisfaction.

  • Extensive experience using measurement and analysis tools in a complex environment
  • Proven capability as a leader with the ability to motivate high performing teams
  • Strong commitment to customer service

We're an expanding team and we're looking for an outstanding professional to join us.

Applications for this role close Monday 19 June at 10.30pm.

More information avaliable here.

 

Closing date: 
Monday, June 19, 2017
Organisation: 
Auckland Council

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