Sr CX Analyst (Remote)

At Nespresso we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. We're committed to delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with first-rate opportunities to push the boundaries of coffee exploration.

Position Summary:

The Sr. CX (Customer Experience) Analyst is responsible for providing DTC (Direct- to- consumer) analytics support across the organization (including but not limited to Product Marketing, Retail and COE) to drive a deeper understanding of our DTC customers and how to improve our DTC offerings. This role will partner with the CX team and Sr. Manager, CX Analytics to continuously improve the short and long-term performance of DTC initiatives by assessing impact of product launches, cross channel initiatives, and channel specific initiatives on DTC customer's behavior , creating automated dashboards to reduce time to insight and unlock greater benchmarking, and improving customer lifetime value via improved cross sell and upsell. The Sr. CX Analyst will serve as the single point of contact for CX KPIs in the Measurement Framework.

Responsibilities:

• Conduct deep dive analyses on DTC customer behavior to provide insights on channel interactions and product launch performance
• Distill complex data sets into actionable insights to influence customer experience in specific channels and impact product launch strategies
• Serve as the owner of DTC customer analyses involving channel specific behavior and product performance related questions
• Work closely with channel and product owners to identify key questions, problems, KPIs and develop analytical frameworks to drive understanding of campaign performance
• Partner with channel and product owners to identify key questions, problems, KPIs and develop analytical frameworks to drive understanding of campaign and initiative performance
• Partner with CX team to create a testing plan that drives continuous improvement of channel specific and cross channel CX initiatives and own design and detailed analysis of these tests
• Provide strategic recommendations for CX and audience targeting improvements to key stakeholders based on learnings from analyses and executed tests, adjusting future tests accordingly
• Maintain the CX analysis library to be referenced in strategic decision making and future testing plans
• Own Measurement Framework inputs for CX related KPIs and provide monthly context on performance
• Serve as SPOC for channel managers, agencies, and other key stakeholders regarding CX KPI performance
• Industrialize recurring analyses and CX KPI reports through the creation of automated Databricks or PowerBI dashboards, partnering with stakeholders on necessary visuals
• Ensure accuracy and timeliness of reporting and dashboard updates, troubleshooting directly with the Data Capabilities team as necessary
• Partner with Sr. Manager, CX Analytics to build predictive and machine learning models to improve customer targeting for cross sell and upsell opportunities on DTC channels
• Use insights from models to inform product launch strategies, supplement forecasting process, and improve sellout for underperforming SKUs
• Continuously improve customer segmentation for DTC campaigns using test and learn and optimizing models as needed

Requirements:

• Bachelor's degree required, preferably in Business/Marketing, Statistics, or Computer Science
• 3+ years of experience, majority in an analytics role
• Hands on SQL and programming language experience (Python, R)
• Experience working with marketing campaign data
• Experience with data visualization tools a plus
• Experience with cloud computing platforms (Azure, AWS, Google Cloud, etc.) a plus

Skills:

• Highly detailed oriented with strong analytical skills
• Ability to deliver insights and findings clearly and accurately in stakeholder communication
• Able to effectively manage competing & parallel project demands
• Ability to integrate multiple data sources into a single narrative

The approximate pay range for this position is $90,000- $110,000 base. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills, and abilities as well as geographic location.

Nestle offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefits packages may vary depending on the position. Learn more at About Us | Making an Impact | Nestle Careers (nestlejobs.com)

Requisition ID#

232667

#LI- (Remote)

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestl?. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestl? seeks such skilled and qualified individuals to share our mission where you'll join a cohort of others who have chosen to call Nestl? home.

Nestl? Nespresso USA is an equal opportunity employer and is looking for diversity in qualified candidates for employment. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship.