Responsible for generating consumer insights through research/analytics & translating insights into customer outcomes to inform omni-channel experience design. Collaborates cross-functionally with key business partners to build experience plans inclusive of aligning strategic outcomes with tangible success measures & ongoing scorecard management. Plays lead role in developing customer experience briefs and collaborating with cross-functional channel leads & product owners throughout execution as the ‘voice of the customer” subject matter expert. Responsible for developing customer experience measurement & test plans to enable experience optimization. Tightly partners with consumer segment teams during planning cycles to align customer experience strategy with annual segment plans.
Consumer insight generation through research & analytics in support of customer experience strategy. Manages the insights pipeline by collaborating with cross-functional partners ongoing
Synthesizes multiple facets of research, market and competitive analysis to determine consumer needs & desired outcomes to inform the customer experience. Assimilates and analyzes qualitative and quantitative data to generate a deeper understanding of the target consumer behaviors, need and the market
Leverage analytics to identify efforts with the greatest strategic impact, balancing both short- and long-term considerations. Integrates and balances big-picture with day-to-day activities.
Develop scorecards to enable baseline of key experience metrics, improvement/measurement of experiences and management of experiences with key stakeholders
Partners with design & execution teams (channel leads and product owners) in the translation of prototypes into the formal design process
Lead role in collaborating with consumer segment teams during the annual planning process in prioritizing high value initiatives into cross-functional annual plans
Desired Skills and Experience
Education and Experience
Minimum of 8 years proven, progressive and broad-based marketing experience: Customer experience strategy & innovation , strategy & analytics, Consumer Packaged Goods or equivalent, including a proven track record in developing data driven strategy and facilitate corresponding execution
Experience in business planning and the development of business cases.
MBA in business and marketing, related field or equivalent experience.
Skills and Knowledge
Accomplished cross-functional collaborator with the ability to align strategy and action across a matrix of skilled functions. Ability to lead diverse parts of the organization towards a common goal
Strong managerial, organizational, analytical, decision-making, problem-solving, leadership and communications skills
A creative thinker who can work autonomously in ambiguity
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