Insights Specialist

This role is open to internal interest from the team. You'd be working alongside Mal, our Insights Lead, on the Wellington-focussed Insights platform day-to-day and supporting Geena and Michaela in the Service Operations team.     

This role is a key link in serving GWRC and the transit operators with timely information and details from our insights data. You'll be turning this data and technical language into clear, customer-friendly information, so you'll need to be comfortable and confident in verbal and written communication. Naturally you'll be working collaboratively with the teams in Customer Care, Ops and SRE and helping to reinforce Snapper's excellent reputation and record in service delivery.   

APPLICATION PROCESS: 

1. Application: Do that here. You can upload any information you wish to support your application (e.g. resume, cover letter, tiktok pitch clip). To complete the application you'll be asked two questions : 1) why do you want the role? 2) what skills and experience do you have that will help you in the role?   


2. Interview: This will be a 30-min interview to discuss your application, ask a few questions and discuss any questions you have, or extra info you want to share.   

JOB DESCRIPTION:

The Insights Specialist’s purpose is to support Snapper’s goal of delivering world-class service through data-informed analysis. This is a front-line role in Snapper’s transit service offering and has unique opportunity to help influence our delivery of excellence to our core customers’ service experience. 

The Insights Specialist reports to the Service Delivery Manager (Michaela).

This role has no direct reports

Key relationships are with the Insights Lead (Mal) and our Operations and SRE teams

Based in Wellington, NZ

What does the Insights Specialist do?

This role is responsible for daily analysis of public transit trips through our Insights data platform within the Core Operations team. Specifically, that involves:

• Timely completion of daily public transit trips presented through the Snapper Insights platform and data portal


• Processing customer enquiries, automated refunds, resolving queries where appropriate and initiating and informing escalations to Service Operations team


• Proactively monitoring and responding to Insights-related PTO Service Portal queries


• Tracking issues, themes and behaviours and keeping the Service Operations and Customer Care teams informed.


• Maintaining visibility of day-to-day public transit operations and monitoring KPI variance and incidents


• Participating in and occasionally lead client training sessions, ensuring clear communication of Insights functionality, best practices, and technical workflows


• Providing support to the Service Operations and Delivery teams to assist transit partners, customers and operators as required.

What will you need to be successful in this role?

Capability and proactive attitude to learning and becoming adept in Snapper insights and data support procedures, products and tools  

Consistently reliable with strong communication skills with the Service Delivery Manager and the wider team

A team-player attitude and positive champion for your peers and team

Strong empathy for the customer, and the ability to be the customer champion

The ability to work in and adapt to a fast-paced and constantly changing environment with an appetite for problem-solving

Great written and verbal communication skills

The ability to adjust your approach based on feedback

A strong performance ethic

We want you to do well, and it looks like this

Learning and becoming accomplished at understanding of Snapper Insights and data support procedures, products and tools to create great customer experiences.

Providing excellent internal and external customer support through the appropriate channels,

Providing proactive support as required to the Service Operations team for partners and operators.   

Using your initiative and knowledge to provide and improve our customer-focused service and solutions. 

Ensuring information and escalations are passed on and communicated in a timely and proactive manner to the appropriate team members