Customer Experience Analyst

2 days left

New York, NY, United States
Apr 21, 2017
May 29, 2017
Contract Type
Full Time
Our story began 25 years ago with a simple but revolutionary idea - to create the perfect cup of coffee. An industry pioneer, Nestlé Nespresso has become an international reference for the highest quality coffee and an iconic symbol of refined elegance. We are now in more than 50 countries and our team has grown well beyond 7,000 employees. We are part of Nestlé SA in Switzerland, the world's largest food company. Nespresso USA continues to drive momentum and innovation in our market segment, and in North America, we're just getting started. The taste of something better awaits you.

Support Quality Continuous Improvement:
• The Customer Experience Analyst must collect, analyze and build reports on all Omni customer feedbacks (complaints, comments, customer surveys...) and share the relevant information through the Nespresso organization.
• Continuously improve the quality monitoring process and tools, collect and analyze of the results in an open scope (internal and external benchmark) with a holistic view.
• Conduct external benchmarking / best practices, implement improvements.
• Provide Omni Management (CRC, Retail, Trade) and stakeholders with reports on quality trends, key performance results and build recommendations.
• Collect customer insights from multiples sources: customer voice, Mystery Contact/Shopper, FCR, CRM codes (COCACEM and other data), complaints and operations for analysis and improvement recommendations.

The Customer Experience Analyst manages the quality tools, systems and enhancements: WorldApp, NICE, Spoken, FAQ Platform, Share Club, US Customer Experience Survey:
• Lead and support the implementation of the Omni-Channel quality performance management tools.
• Define the most efficient methodology, planning and governance for quality tools.
• Involve and collaborate with key contributors in the CRC, Trade, BTQ, market, or HQ to ensure tool compliance.
• Lead and validate deliverables and implement new quality projects and platforms.
• Manage analysis and support to fulfill Omni projects needs.
• Collect and update in ShareClub all information necessary for the Omni-Channel Quality Performance metrics.
• Manage and update the FAQ Platform in coordination with HQ and legal compliance.

Compliance & Measures:
• Liaise with HQ and Providers to ensure compliance.
• In coordination with Omni-Channel management monitors KPIs based on the impacts on delivered Quality Performance & Customer Experience.
• Coordinate the data collection and runs the analyses to measure impact.
• Ensure all compliance rules and legal aspects are maintained.
• Translate compliance guidance in pedagogic and operational documents for Omni-Channel teams and share with the related stakeholders.
• Control effective respect of compliance controls and procedures (PCI and DSS) during call listening's.

• The Customer Experience Analyst designs the target dashboard and feed it daily/weekly/monthly data to identify root causes of performance.
• Communicate the Customer Experience Quality Performance KPIs dashboard to the stakeholders (weekly, monthly, quarterly).
• Provide quality analysis; customer verbatim, Customer Voice results (5R's, FCR, NPS), US Customer Experience Survey.
• Support any requests coming from top management with customer's insights (verbatim, feedbacks and quality analysis).
• Provide monthly analysis on Coffee Specialist SSIP performance.
• Liaise with CRM for reporting on Customer Experience and other HQ Quality KPIs.

• High school degree or GED required.

• 1-2 years' experience working in customer facing required.
• 2 years' experience providing coaching and feedback required.
• 1 year project management experience preferred.
• Advanced knowledge of Nespresso platforms, products, processes and procedures.
• Strong analytical skills inclusive of working with numbers and ability to identify problems, trends and suggest solutions.
• Ability to plan, prioritize, manage time, remain focused and be resourceful.
• Proficiency in Microsoft Office, specifically Excel and the ability to create graphs.
• Strong communication skills including oral, written and listening.
• Knowledge of the consumer product goods industry and trade preferred.
• Database Management software experience is a plus.
• Experience working with luxury brands preferred.
• Results driven with the ability to work under pressure while balancing multiple priorities.
• Market travel required up to 10 %.

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