DirecciónDescription
As Customer Intelligence & Impact Specialist , you will lead CHEP’ agenda for Europe to c ontinuously deepen CHEP’s understanding of our customers all relevant Voices impacting Customer Experience (Voice of Customer, Voice of Market, Voice of Process, Voice of Employee), and will drive key performance improvements across the business to enhance the customer experience .
This role is responsible for mining customer feedback and other customer-related datasets CX / UX related voices for insights, and facilitating the identification, consolidation and follow up of appropriate action plans across the European business.
Datasets include NPS results, Customer Excellence data, churn analysis, competitive insights, employee insights and other customer related feedback & insights along the stages of the E2E Customer Journey
Some of the main responsabilities of this role include :
- Expertise with survey tools and survey creation, Net Promoter process, analytics and project management
- Expertise in Salesforce processes and driving control actions and user support to improve CX related metrics from Severce & Sales Cloud processes
- Establish the knowledge of CHEP customers required to provide guidance when analysing the customer insights received / provided
- Produce conclusions and recommended actions, based upon multiple customer survey responses
- Ability to conduct in-depth statistical analysis as well as explain the methodology to others
- Excellent communication skills in order to disseminate findings
- Ability to support high priority (cross-functional) workstreams through indirect influence
- Engaging disparate, non-reporting internal and external stakeholders
- Motivating stakeholders throughout cultural differences and hierarchies
- Significantly heavy lifting with regards to statistical modelling
- Multi-tasking and priority setting skills are a must
What we look for :
- SAP, (Qualtrics) / Medallia, Data Warehouse (BW) and CRM (Salesforce) knowledge is required
- Bachelor’s degree in Statistics, Data Science, Marketing, Business Administration, Finance , or equivalent discipline.
- Advanced proficiency in Excel, Business Warehouse, (Siebel), Salesforce , and other Microsoft products, in addition to one or more statistical tools (absolute requirement)
- Statistical analysis
- Analytical / Problem Solving (Root Cause Analysis) / Trend analysis
- NPS methodology
- Strong communication and presentation skills (verbal and written) to all levels of customer and stakeholders
Languages : English fluency
English fluency
Preferred Education
Degree and equivalent - Business Administration / Management
Preferred Level of Work Experience
3 - 5 yearsHybrid Remote
We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential.
This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money.
Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at
