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Consumer Experience Performance Analyst Z-eur

2 semanas atrás

LindaaVelha, Portugal Nestlé Tempo inteiro

**Position Snapshot**

Location: Braga/Lisbon (Portugal)
Company: Nestlé Business Services (NBS)
Full-time/Hybrid mode
Fluent in English

**About us**

Nestlé Business Services (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world.
We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment.
If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS

**Position Summary**

For our Nestlé Business Services, we are currently looking for a **Consumer Experience Performance Analyst Z-EUR**. This professional will be responsible for operationalizing and maintaining the marketing and consumer experience measurement framework, ensuring the accurate implementation and visualization of defined KPIs and data sources in the master dashboard. Manage marketing and CX measurement documentation, verify data quality, analyze patterns and correlations across diverse data sources, such as operational data (O-data) and experience data (X-data).
The role requires to utilize various analytical tools and techniques to gather, clean, and interpret data from multiple sources, including surveys, Media, CRM, social media, consumer support interactions, website analytics and more. The Performance Analyst needs to bring a holistic view of the marketing and consumer experience performance, leveraging data and insights to deliver optimal dashboards and reports for various functions to act on improving consumer experience across the consumer journeys.

**A day in the life of...**
- Measurement Framework: Responsible for operationalizing and maintaining the Marketing and Consumer Experience (CX) measurement framework
- Data Analysis: Analyze patterns and correlations across diverse data sources
- Data Management and Quality Assurance: Manage and maintain marketing and consumer experience measurement framework documentation, verify data quality, and ensure the integrity of data sources
- Dashboard Design and Updates: Design and update dashboard visualizations to clearly reflect marketing and CX insights, actively proposing improvements to the dashboard
- Documentation: Ensure consistency in the Marketing and CX measurement framework by meticulously documenting and maintaining the definitions of metrics, Key Performance Indicators (KPIs), Survey questions
- Taxonomy Management: Maintain and update the measurement taxonomy
- Sentiment Analysis: Conduct sentiment analysis across CX data, ensuring accurate interpretation of consumer feedback and oversee any necessary AI training related to the analysis
- Data Synthesis and Analysis: Synthesize and analyze data across multiple sources (O-data, X-data, B-data) to identify patterns, correlations, pain points, and areas of improvement. Ensure the organization and integration of consumer feedback, structured and unstructured data with other transactional, operational, and behavioral data sources
- CX Analytics Trends: Stay ahead of the curve by monitoring emerging external analytics trends, technologies, and AI advancements. Leverage these insights to proactively enhance our dashboards and visualizations
- Collaboration: Collaborate with cross-functional teams and stakeholders to ensure the dashboard/outputs align with evolving questions, priorities, and reporting needs

**What will make you successful**
- Degree in Analytics, Marketing, Business, Economics, Statistics, Mathematics, or related field
- 3+ years of experience in data analytics or consumer experience analytics, including experience in consumer feedback or survey analysis, marketing analytics, or related fields
- Experience working with consumer experience platforms (e.g., Qualtrics)
- Experience working with social listening tools (e.g., Talkwalker, Sprinklr) is a plus
- Experience working with consumer Experience or Voice of consumer metrics, surveys, consumer feedback
- Proficiency in interpreting data from multiple data sources to provide outputs tailored to business needs / making correlations
- Experience creating visualizations and dashboards, and communicating outputs and analyses to technical and non-technical audiences
- Experience working with data visualization tools (e.g., PBI, Tableau)
- Advanced English
- Analytical mindset and ability to work with complex data and tasks. Critical thinking skills and attention to detail
- Curiosity and learning orientation seeking opportunities to learn and stay updated on latest advancements in the field
- Strong written and verbal communication skills
- Collaboration and interpers