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Cx Analyst Jobs
Company | Philip Morris International |
Address | Toronto, Ontario, Canada |
Employment type | OTHER |
Salary | |
Category | Tobacco Manufacturing,Manufacturing |
Expires | 2023-07-18 |
Posted at | 10 months ago |
Be a part of a revolutionary change
- CX VALUE MODELING Evaluate the strategic value of consumer journey paths and optimize for cost and retention through value-based consumer metrics. Provide journey cost/benefit analysis and journey construct justification insights to support or deconstruct micro and nano journey streams across both acquisition & retention parts of the Consumer Journey.
- CX INSIGHT VALIDATION Continuously analyze all consumer data points to uncover major consumer pain points and guide the prioritization of actionable consumer insights. Closely working with Commercial Intelligence leads to utilizing data to assist in the prioritization of initiatives based on apparent and/or anticipated consumer preferences as the primary driver of business decision-making.
- CXCJ (Consumer Journey) ANALYTICS Design and build fit-gap analytics to aid in the prioritization of activities and initiatives. Coordinate with CX Omni Channel to gather the best estimates and targets to measure progress against key consumer KPIs. Collaborate with 3rd party vendors, IT and Commercial intelligence to ensure data completeness and accuracy. Provide timely CX data analysis, visualization, and storytelling (based on insights) and maintain data reporting integrity. Lead the Quality Assurance initiatives aligned to scheduled commercial engine evolution and Ad Hoc reactive insights as driven by Commercial Governance/NSS/CI insight analysis.
- NSS ANALYTICS Coordinate the analysis of NSS customer feedback, including the measurement of KPIs related, but not limited to, survey open and completion rates, requested and successful call-backs. Provide valuable insights to huddle teams using validated data, ensuring consumer pain points are truly being addressed and are consistently top of mind. Collaborate with NSS and huddle leads to build reports and dashboards, which will result in effective discussions to ensure consistent customer experience improvement.
- VOICE OF CONSUMER (VOC) Understand the gaps between consumer expectations and our business design. Receive feedback on the performance of various consumer journeys. Analyses of the performance of the various journeys. Understand key consumer behaviour drivers. Provide insights that play a critical role in advancing consumer lifetime value. Alignment with NSS (Net Score Satisfaction) leads to monitoring touchpoint activity and enhancements to improve company NSS results. Provide VOC insight and alignment to Quality Assurance activities to optimize CJ channel evaluation.
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