We are a Co-operative created and owned by Aotearoa New Zealand dairy farmers. Since our beginnings, collaboration, innovation, and passion have enabled us to share the goodness of our dairy with the world. We're committed to caring for the land, our animals, and every drop of milk, producing nutritious food with safe, quality ingredients loved here in New Zealand and around the world.
As part of the Fonterra Co-op, you'll be solving for a better future alongside a team connected by solid values as we strive to be a leader in dairy sustainability, dairy innovation and science, with a focus on New Zealand milk.
When you join Fonterra, you'll open yourself to a career of opportunities where you can grow with us by developing your skills, sharing your knowledge, and exploring diverse career paths that ignite your passions.
We're on the cusp of something special - something transformational regarding service delivery for Fonterra employees and the careers of those who are part of our People and Culture journey. We've applied fresh thinking, cutting-edge tech, and an unwavering customer service philosophy embracing innovation to unlock People and Culture solutions for our global employees while unlocking impressive career opportunities in the process. We're proud and excited to be changing the game when it comes to people-centric solutions.
About the opportunity | Mo tenei turanga
Are you passionate about transforming data into meaningful insights? Do you have a knack for designing cutting-edge dashboards that drive performance? We're looking for a motivated and innovative Performance Analyst to support the Service Excellence Workstream of People Solutions.
In this role, you will be at the forefront of our mission to uplift service standards and drive meaningful change. You will review ServiceNow and customer data, identifying trends and best practices to deliver on key service excellence metrics. Your work will provide our operational support partners with the insights they need to understand customer behavior, predict future needs, and measure current service performance.
In addition, you will also:
Track metrics of delivery of service standards and practices required in our centralised operational support teams.
Provide data analysis and insights to support further development of service standards with all service providers within the P&C team.
Support our operational teams to use data to inform decisions and understand customer needs and behaviours.
Ensure data is translated into tangible insights and actions to develop our service standards and platform roadmap.
Lead deployment and build performance and user analytics capability across the team within Service Now.
To note, this is a permanent part-time position working 5 hours per day across Monday – Friday. You are a data-driven professional with a keen eye for detail and a passion for improving service outcomes. Your background includes a solid foundation in data analysis and insights but what truly sets you apart is your ability to dive deep into complex data, identify trends, and translate insights into impactful actions that drive service improvement.
You are adept at managing relationships with diverse stakeholders, using your strong interpersonal and influencing skills to foster collaboration and drive positive change.
Clear communication is one of your strengths, as you can effectively convey complex data insights. You bring a strategic mindset to problem-solving, with an openness to innovative approaches. Balancing a focus on detail with a broader strategic view, you excel at connecting the dots between data and service outcomes, making you a key player in delivering excellence.
Previous experience with ServiceNow would be strongly desirable but not essential as you consider yourself to be systems savvy and able to navigate new systems with ease.
Are you excited about this opportunity but may only meet some requirements?
At Fonterra, we are committed to building a diverse workplace and, therefore, open to looking at applicants with excellent transferable skills. If that's you, we encourage you to apply as you may be the right candidate for this role or one of our other opportunities.
Our people and what they bring to our Co-op shape our success. We have a collaborative culture, inspiring leaders, and passionate people, making Fonterra a great place to work. We also offer competitive remuneration and a range of benefits, regardless of your role or location.
Being part of Fonterra means being part of a unique history, realising the potential of dairy for generations to come, and solving for a better future together.
Our Co-operative is a place where everyone can be themselves, feel empowered to do their best, and are empowered to create goodness for generations.
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