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Consumer Experience Performance Specialist Z-EURPosition 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 players, 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 Specialist 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 utilizing 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 frameworkData Analysis: Analyze patterns and correlations across diverse data sourcesData Management and Quality Assurance: Manage and maintain marketing and consumer experience measurement framework documentation, verify data quality, and ensure the integrity of data sourcesDashboard Design and Updates: Design and update dashboard visualizations to clearly reflect marketing and CX insights, actively proposing improvements to the dashboardDocumentation: Ensure consistency in the Marketing and CX measurement framework by meticulously documenting and maintaining the definitions of metrics, Key Performance Indicators (KPIs), and Survey questionsTaxonomy Management: Maintain and update the measurement taxonomySentiment Analysis: Conduct sentiment analysis across CX data, ensuring accurate interpretation of consumer feedback and oversee any necessary AI training related to the analysisData 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 sourcesCX 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 visualizationsCollaboration: Collaborate with cross-functional teams and stakeholders to ensure the dashboard/outputs align with evolving questions, priorities, and reporting needsWhat will make you successful Degree in Analytics, Marketing, Business, Economics, Statistics, Mathematics, or related field3+ years of experience in data analytics or consumer experience analytics, including experience in consumer feedback or survey analysis, marketing analytics, or related fieldsExperience working with consumer experience platforms (e.g., Qualtrics)Experience working with social listening tools (e.g., Talkwalker, Sprinklr) is a plusExperience working with consumer Experience or Voice of consumer metrics, surveys, consumer feedbackProficiency in interpreting data from multiple data sources to provide outputs tailored to business needs / making correlationsExperience creating visualizations and dashboards, and communicating outputs and analyses to technical and non-technical audiencesExperience working with data visualization tools (e.g., PBI, Tableau)Advanced EnglishAnalytical mindset and ability to work with complex data and tasks.
Critical thinking skills and attention to detailCuriosity and learning orientation seeking opportunities to learn and stay updated on latest advancements in the fieldStrong written and verbal communication skillsCollaboration and interpersonal skills to work with cross-functional teams, StakeholdersProblem solving and proactive attitudeOrganizational and time management skillsCreative and innovative mindset to explore new things What we offer
Here at NBS we care about our Talents and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance.
Joining us will bring you:
Development of expertise in Nestlé's Shared Services BusinessImmersion in a culturally diverse teamLocal and international exposureFlexible working environmentEngagement and wellbeing activitiesCompetitive salary and annual bonus according to your performanceMeal allowance cardFlex Benefits - at NBS you can choose what benefits are more suitable for youMake part of the Nestlé Club and get discount in several partnersFree coffee (and good coffee) at the officeShop with special discounts for employeesCompany equipment according to professional needsMedical support available at the office (in Lisbon)E-learning courses and training program to get you where you aim to beCareer progression and possibilities for international career
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