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Colgate Palmolive CX Business Analytics Lead in Topeka, Kansas

Relocation Assistance Offered Within Country

# 106663 - Topeka, Kansas, United States

Job Summary

As part of the brand new Hill’s Pet Nutrition CX organization, we are looking for an outstanding Customer Experience (CX) Business Analytics leader to help lead our business to greater brand experiences through understanding problems through data and looking for levers and collaborating to create better experiences across our B2B, B2C and DtC operations. And the love of pets is a great added bonus!

This is an expansion of capabilities looking for new areas of growth, connecting experiences and enabling success across our B2B and B2C / DtC business. As the Hill’s CX Business Analyst, you will act as an intermediary between functions including business, customer experience and technology teams. The newly formed CX team will use data to help shape strategies into goals and work cross functionally to understand the needs of our customers and end users to upgrade CXM effectively across the company. This is a hands-on role that will cover a wide range of analytics responsibilities to help drive iterative product and experience enhancements for both B2B and B2C / DtC platforms.

– Work directly across multiple functions including Consumer Affairs, Customer & Veterinary Service Centers, eCommerce, Marketing, field managers, etc… across our US business.

– Leverage tools across the analytics sphere to understand how the online + offline interactions to drive data-based decisions to drive the CXM capabilities and make recommendations to drive the business forward.

– Develop reports that make recommendations on what to prioritize fixing for better CXM across offline + online touchpoints including web sites and customer experience with an eye on improving B2B recommendations, purchases and consumer conversion.

– As part of the new CXM capability for the organization, understand the planned revenue forecast and monitor how we are using experience to help drive growth and tracking against plans.

Principal Duties and Responsibilities

  • Take the lead in gathering insights and data to drive CX journey analysis and design. Also support the CX manager to drive effectiveness using data to drive growth, this may include leading data-lead workshops, education, support Journey / Blueprint Mapping or drive CX Sprint teams. Create detailed business analysis, including outlining problems, opportunities and solutions using data to drive the organization forward. Analyze customer data to identify patterns and trends for VoC.

  • Put the customer at the center using data to drive Voice of Customer (VoC) focus on the CXM team. Generate VoC insights from various existing or new data sources. And help lead application of the insights to drive greater experiences and growth for Hill’s. The analyst will combine customer data from: calls, messaging, email, digital, surveys and many more. Establish or utilize company tools that benchmark experience with our brand across customers and critical business parameters.

  • Champion data-driven decisions, managing user data and insights as well leveraging data & tools to identify gaps and opportunities in the CXM and user journeys and operations processes.

  • Analyze CX metrics to drive improved experiences and measured experience quality.

  • Determine experience root cause issues in a journey using data & insights tools.

  • Identify & model relationship between drivers of CX for business growth.

  • Identify where customer/business value is loved / lost.

  • Share CX metrics and models, including reports/dashboards across the organization.

  • Develop processes/tools that measure the efficiency of experiences

  • Influence experience driven development by working with business, UX, IT and QA teams to advocate for the prioritization of experience centered design & process changes, refinements and improvements. Use analysis of unstructured data (e.g. call transcripts, survey info, verbatims, Google Analytics, etc.), to connect and visualize into critical elements to act on

  • Generate insights on VoC values, needs (met/unmet) & expectations.

This is not an exhaustive list of duties or functions.

Basic Qualifications

  • Bachelor's Degree

  • 4+ years of relevant industry experience

Preferred Qualifications

  • CX experience

  • VoC experience

  • Experience with quantitative data and qualitative user research

  • Preferred education and experience requirements

  • 7+ years of relevant industry experience

Expected Areas of Knowledge, Skills and Abilities

  • Must be able to function as a data driven team member, be a successful individual contributor and manage multiple products at the same time working across functions.

  • In depth knowledge of user interface design processes and methodology, particularly as applied to connected applications and ecommerce.

  • Solid understanding of design methodologies and practices such as user-centered design, interaction design, and information architecture with strong competencies across multiple areas

  • Easily switch from macro to micro; from understanding the strategic value and business dynamics of an organization’s product or service, to caring about visual design at a pixel or message level

  • Excellent problem-solving skills and familiarity with technical constraints and limitations of Web technologies as they apply to designing for desktop and mobile (i.e. Android and iOS).

  • Experience with user research with the ability to clearly synthesize and communicate results

  • Technical mastery of visual design, wireframing and prototyping tools

Equal Opportunity Employer

Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law

Are you interested in working for Hill's Pet Nutrition? You can apply online and attach all relevant documents such as a cover letter and resume or CV. Applications received by e-mail are not considered in the selection process. Become part of our team. We look forward to your application.

Work that matters, fueled by passion for pets! At Hill’s we have a purpose. Every day around the world, we transform the lives of millions of pet families through pioneering innovation, amazing nutrition, and the best and brightest people. Founded more than 75 years ago with an unwavering commitment to pet nutrition, Hills' mission is to help enrich and lengthen the special relationships between people and their pets.

HILL'S® Prescription Diet® therapeutic pet foods, HILL'S® Science Diet® and HILL'S® Ideal Balance™ wellness pet foods are sold worldwide. Hill’s is a division of Colgate-Palmolive, a leading global consumer products company, tightly focused on Oral Care, Personal Care, Home Care and Pet Nutrition, with sales of products in more than 200 countries. To learn more about Hill's and Colgate, please visit http://www.hillspet.com and http://www.colgatepalmolive.com , or find us on LinkedIn, Facebook, Twitter and YouTube.

Reasonable accommodation during the application process is available for persons with disabilities. Please contact Application_Accommodation@colpal.com with the subject "Accommodation Request" should you require accommodation.