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Cx Analyst Toronto, Canada Consumer

5 months ago

Toronto, Canada Rothmans, Benson & Hedges Inc Full time

Be a part of a revolutionary change

At Rothmans, Benson & Hedges Inc. (“RBH”), Philip Morris International’s subsidiary in Canada, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products with the power to deliver a smoke-free future.

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.

As a CX Analyst, you will be providing strategic business insights into forward-looking multi-platform consumer behaviour, the consumer environment, and the effects of key business decisions on our consumer stakeholders. You will investigate, identify and acquire data both on/offline throughout the journey to build an advanced consumer analytics capability portfolio. Coordinate with Regional and local Commercial Intelligence / Consumer /BI Insights, and Subject Matter Experts, to develop consumer KPI reports and dashboards that identify strategic consumer gaps and focus areas. Validate consumer truths in conjunction with Consumer Insights. Support NSS and the strategic roadmap. Provide direct support in identifying consumer priority projects and initiatives.

Your day to day
- VOICE OF CONSUMER (VOC): Understand the gaps between consumer expectations and our business design. Receive feedback on the performance of various consumer journeys. Analyses of the performance of the various journeys. Understand key consumer behaviour drivers. Provide insights that play a critical role in advancing consumer lifetime value. Alignment with NSS (Net Score Satisfaction) leads to monitoring touchpoint activity and enhancements to improve company NSS results. Provide VOC insight and alignment to Quality Assurance activities to optimize CJ channel evaluation.
- CXCJ (Consumer Journey) ANALYTICS: Design and build fit-gap analytics to aid in the prioritization of activities and initiatives. Coordinate with CX Omni Channel to gather the best estimates and targets to measure progress against key consumer KPIs. Collaborate with 3rd party vendors, IT and Commercial intelligence to ensure data completeness and accuracy. Provide timely CX data analysis, visualization, and storytelling (based on insights) and maintain data reporting integrity. Lead the Quality Assurance initiatives aligned to scheduled commercial engine evolution and Ad Hoc reactive insights as driven by Commercial Governance/NSS/CI insight analysis.
- CX INSIGHT VALIDATION: Continuously analyze all consumer data points to uncover major consumer pain points and guide the prioritization of actionable consumer insights. Closely working with Commercial Intelligence leads to utilizing data to assist in the prioritization of initiatives based on apparent and/or anticipated consumer preferences as the primary driver of business decision-making.
- CX VALUE MODELING: Evaluate the strategic value of consumer journey paths and optimize for cost and retention through value-based consumer metrics. Provide journey cost/benefit analysis and journey construct justification insights to support or deconstruct micro and nano journey streams across both acquisition & retention parts of the Consumer Journey.
- NSS ANALYTICS: Coordinate the analysis of NSS customer feedback, including the measurement of KPIs related, but not limited to, survey open and completion rates, requested and successful call-backs. Provide valuable insights to huddle teams using validated data, ensuring consumer pain points are truly being addressed and are consistently top of mind. Collaborate with NSS and huddle leads to build reports and dashboards, which will result in effective discussions to ensure consistent customer experience improvement.

We are looking for someone with:
College or University Degree related to Economics, Business Administration, or another relevant field

At least 2 years of experience in business intelligence, analytics, or market research.

Good interpersonal and influencing skills, compelling communicator (written and verbal) and empathic listener.

Demonstrates a good understanding of consumer behaviour, preferably in the FMCG context.

Possesses strong analytical skills and the ability to analyze large datasets to deconstruct insights and provide recommendations.

Strong business acumen, ability to collaborate effectively with multiple departments and stakeholders, and “multitasking” skills. Advanced PC software user

Microsoft Applications: MS Teams, Excel, Word, PowerPoint, Outlook. Power BI or equivalent insights & data visualization platform.

What we offer

We offer the opportunity to join an organization where you can grow in a wide range of business functions. You will have the chance to build your professional expertise, business understanding, and leadership capabilities in a collaborative, challenging environment where we will empower