Insight Analyst, Brand & Experience (Customer Activation & Marketing)

Key responsibilities include

• Brand Performance and omni Customer Experience
• Create deep understanding of brand performance and omni customer experience throughe.g.,Brand tracking, Customer NPS, Chattermill and Social listening in the region
• Analyze results and translate insight into recommendations and actions and give input to strategic decisions
• Educate your region on each market’s consumer and customer insights, to create a common understanding of customer behavior, pain points and opportunities
• Identify, prioritize and set improvement plans for the most important customer journeys
• Perform consumer research when needed on a local level to support key functions in region (sales, logistics, customer service etc.). You align research initiatives with global function for a cost efficient set up
• Use existingtools, e.g.Power BI, Community, Questback/EFSetc. to query data and compile insights
• Customer Centric Target setting and follow up
• Together with the CA Business Controller, you set and follow up on Brand performance and customer experience goals for the region in order to deliver value for both our customers and company
• Follow-up development in line with global and regional reporting cadence
• Follow up on regional and local improvement activities
• Recommend customer centric actions
• As the champion of Customer Voice, you are on top of current customer experience as input to commercial teams, as well as initiate and coordinate long term customer experience projects through key functions
• Suggest and drive actions to improve the customer experience and brand performance by a cross-functional way of working
• Ensure that processes and forums are in place so that the organization can identify, act and report progress on customer experience in a timely and structured manner
• Foster an understanding that action handling shall be performed in the part of the organization where problem area /issue is owned
• Get people onboard by sharing the brand customer perception as well as success stories in an engaging way
• Collaboration with global and other regional teams
• Point of contact between the regional organization and global functions, e.g. central Customer Insights and Experience team, on topics concerning customer voice capabilities, target setting, reporting and wow
• Communicating data issues to and from local and regional teams
• Share insights with other areas/regions and to global counterparts
• Actively network with peers and take part in cross functional collaboration to keep updated on the latest development of trends and insights collected in other parts of the organisation (e.g. collaboration with Business Tech)

Skills

• Self-motivated, result oriented problem solver with strong business sense to be able to put insights into right context
• Knowledge, skills and interest in business, consumer and customer analysis
• Excellent communication and presentation skills
• Drive recommendations through to other stakeholders
• Fluency in English
• Education: University degree in statistics, economics, engineering, or related field

Experience

• Knowledge of voice of customer, market and consumer research
• Experience working in statistical software SPSS as well as survey tools EFS or similar
• Experience working in PowerBI, Tableau or other data visualization tool is highly meriting
• Experience with creating and maintaining strong working relationships with people from different business functions
• Meriting competence within digital/tech and omni ways of working
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