Customer Intelligence & Impact Specialist Milano

Customer Intelligence & Impact Specialist
Milano
Lombardia, Milano

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11, 000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world's biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You'll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You'll help change how goods get to market and contribute to global sustainability. You'll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our

Hybrid Work Model

Job Description**:

As Customer Intelligence & Impact Specialist, you will lead CHEP' agenda for Europe to continuously deepen CHEP's understanding of our customers all relevant Voices impacting Customer Experience (Voice of Customer, Voice of Market, Voice of Process, Voice of Employee), and will drive key performance improvements across the business to enhance the customer experience.

This role is responsible for mining customer feedback and other customer-related datasets CX / UX related voices for insights, and facilitating the identification, consolidation and follow up of appropriate action plans across the European business.

Datasets include NPS results, Customer Excellence data, churn analysis, competitive insights, employee insights and other customer related feedback & insights along the stages of the E2E Customer Journey

Some of the main responsabilities of this role include:

- Expertise with survey tools and survey creation, Net Promoter process, analytics and project management

- Expertise in Salesforce processes and driving control actions and user support to improve CX related metrics from Severce & Sales Cloud processes

- Establish the knowledge of CHEP customers required to provide guidance when analysing the customer insights received/provided

- Produce conclusions and recommended actions, based upon multiple customer survey responses

- Ability to conduct in-depth statistical analysis as well as explain the methodology to others

- Excellent communication skills in order to disseminate findings

- Ability to support high priority (cross-functional) workstreams through indirect influence

- Engaging disparate, non-reporting internal and external stakeholders

- Motivating stakeholders throughout cultural differences and hierarchies

- Significantly heavy lifting with regards to statistical modelling

- Multi-tasking and priority setting skills are a must

What we look for:

- SAP, (Qualtrics) / Medallia, Data Warehouse (BW) and CRM (Salesforce) knowledge is required

- Bachelor's degree in Statistics, Data Science, Marketing, Business Administration, Finance, or equivalent discipline.

- Advanced proficiency in Excel, Business Warehouse, (Siebel), Salesforce, and other Microsoft products, in addition to one or more statistical tools (absolute requirement)

- Statistical analysis

- Analytical / Problem Solving (Root Cause Analysis) / Trend analysis

- NPS methodology

- Strong communication and presentation skills (verbal and written) to all levels of customer and stakeholders

Languages:

English fluency

Preferred Education

Degree and equivalent - Business Administration/Management

Preferred Level of Work Experience

3 - 5 yearsHybrid Remote

We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.