Consumer Experience Insight Analyst
Electrolux AB / Marknadsföringsjobb / Stockholm
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Göteborg,
Kristianstad eller i
hela Sverige The mission is to convert data into value. Focusing on interpreting rich data sources; merge data sources; create visualizations to aid in understanding data; build mathematical models using the and present & communicate the data insights.
The person will be working with::
• Consumer satisfaction and loyalty data:
• Service NPS, ownership NPS, contact center, consumer effort score etc.
• Touchpoint user experience data
• Social media listening
• CRM single view.
• Behavioral patterns on our brand website (including webshop) & aoo
• Connectivity big data
The role is about understanding how the insights from the data can aid in securing a simply outstanding consumer experience and maximize the opportunities to monetize the consumer relationship & continuously validating if we are on the right track. The person needs also to understand and communicate, to key stakeholders, the implications of the data for products, processes, and decisions in the ownership consumer journey.
The person will be responsible for rolling out new consumer satisfaction metrics. This would include working closely with the third party vendor where we have a SaaS model and continuous discussions with the clusters for the roll-out activities.
The person will take a key role in customizing the data model for our new CRM solution.This involves consolidating data such as: product registrations, service technician bookings and aftermarket product purchases&segmenting the data for triggering ad-hoc campaigns and event driven communication.
The person will work closely with the Journey team, the Consumer Service organization, Sales, Marketing, Product Quality and R&D to identify insights driven opportunities based on the voice of the consumer and behavioral patterns across touchpoints in the after sales consumer journey.
Key Responsibilities:
• Build a framework for managing the data in the ownership journey.
• Define and manage Big Data related to consumer 's product/appliance usage through connectivity.
• Define and manage data from social media listening and build actionable insights based on trends and patterns.
• Define and manage data originating from behavioral patterns on brand website.
• Define and manage data originating from CRM single view.
• Lead the data modeling and transformation as part of a project where consumer data stored in different repositories will need to merge into one single CRM database.
• Define and manage data originating from consumer satisfaction metrics such as NPS and customer effort score.
• Interpret and package the consumer voice into actionable insights.
• Develop sales algorithms based on the selected consumer and product usage data captured by the CRM, Portal and Connectivity platforms in order to drive conversion to sales.
• Predict behavioral trends by applying analytics and algorithms on consumer insight data such as Net Promoter Score (NPS), Customer Effort Score (CES), Product Reviews, etc.
• Explore and examine data from a variety of angles to determine hidden weaknesses, trends and/or opportunities
• Communicate predictions and findings to stakeholders through effective data visualizations in dashboards and reports
• Recommend cost-effective changes to existing procedures and strategies
• Drive the roll out of the consumer effort score in the contact centers.
• Coordinate vendor meetings. Ensure their deliverables are on-time, on-brief and within budget.
Electrolux is a global leader in home appliances, based on deep consumer insight and developed in close collaboration with professional users. We offer thoughtfully designed, innovative and sustainable solutions for households and businesses, with products such as refrigerators, dishwashers, washing machines, cookers, vacuum cleaners, air conditioners and small domestic appliances. Under esteemed brands including Electrolux, AEG, Zanussi, Frigidaire and Electrolux Grand Cuisine, the Group sells more than 50 million products to customers in more than 150 countries every year. In 2014, Electrolux had sales of SEK 112 billion and about 60,000 employees. Electrolux has been doing business since 1919. The headquarters are located in Stockholm, Sweden, and the Electrolux share ELUXb is listed on Nasdaq OMX Stockholm.
Publiceringsdatum2017-04-10Så ansöker duSista dag att ansöka är 2017-04-24
KontaktCristina Valmassoi
cristina.valmassoi@electrolux.com +46 8 738 60 00
FöretagElectrolux AB
AdressElectrolux AB
Sankt Göransgatan 143
10545 STOCKHOLM
KontorsadressSankt Göransgatan 143
Jobbnummer 3428832
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