Overview
Come join our pack! Here at BISSELL, we have a dynamic, progressive team of professionals in an environment where you can learn, grow, and create innovative technology solutions to help our business flourish! Become a part of our rich 145-year heritage that has grown from a small family business to a thriving, growing global organization. To this very day, BISSELL is still family-owned and passionate about helping you effectively and easily clean your home so you can put down the vacuum, enjoy life and come home to a deeper clean. All in all, whether your messes are baby food or red wine, mud or chocolate, cat hair or pet accident, we're here to help you embrace those messes, erase them in a jiffy, and get on with the most meaningful aspect of your home-living in it.
We have an opening for an Associate Manager - Consumer Experience Analytics in our Walker, MI Office.
The Consumer Experience (CX) Associate Manager, Analytics role will encompass our overall CX analytics strategy to drive insights and inform broader strategies for growth. This role will lead the integration of data and insights from various sources and inform key initiatives with an emphasis on analytics, business intelligence, and automation opportunities. You will create data sets, design analysis, provide rigorous reporting and make recommendations based on data insights to inform our product development and consumer experience initiatives. In this role, you will mine and analyze pre/post-purchase engagements from social media posts, website, mobile app, service and support tickets, warranty data, and consumer product reviews to drive operational improvements across product and non-product engagements. The CX Associate Manager, Analytics is responsible for the development, design, build, rollout, and maintenance of business dashboards to increase and improve productivity for the CX function. You will exercise a deep passion for analytics, data visualization, reporting, and bring an entrepreneurial mindset, to a fast-paced environment on a growing team.
Responsibilities
Act as the insights, analytics, and measurement expert for CX and integrated projects from launch through post-purchase evaluation
Gather requirements and develop data models to discover useful information required by the key business areas
Design and develop BI dashboard reporting for business partners with ability to identify attribution metrics through the sales funnel
Extract insights from multiple large and complex qualitative and quantitative data sets to investigate business problems.
Lead the development of social listening topic development to measure VOC around brand product experiences, identifying strengths and opportunities to increase brand loyalty
Produce actionable reports (ad-hoc or standard dashboards) that show key performance indicators, identify areas of improvement, and display root cause analysis of problems.
Build and support analytic metrics and reporting to show month-to-month trends and assist stakeholders in understanding the key values.
Ensure that all new product development, CX, and service automation projects have consistent and reliable data monitoring, data reporting, and data centralization.
Communicate findings of patterns, insights, and trends to decision-makers.
Conduct work under minimal supervision and with wide latitude for independent judgment.
May be required to perform other duties as assigned.
Qualifications
REQUIRED CORE COMPETENCIES:
Technology focused with ability to adapt to new and evolving Social Media Platforms
Continuous Improvement
Oral and written communication with impact
Manage/contribute to multiple dynamic priorities
Professional expertise
Actively seek and share information
Interpersonal/collaborative skills
Initiative
REQUIRED EXPERIENCE/EDUCATION:
Degree minimum: Bachelor's Degree
Specific concentration: Quantitative discipline such as computer science, statistics, applied mathematics, operations research, engineering, or economics
Ability to easily adapt to new technology
Strong verbal/written communication and data presentation skills, including an ability to effectively communicate with both business and technical team
Experience level: 3-5 Years
PREFERRED EXPERIENCE/EDUCATION:
Social listening experience w/Sprinklr, including advising on listening strategy and terms
2-3 Years developing Domo dashboards
Experience working with CRM data (I.e., Oracle, Salesforce, MS Dynamics)
SQL and other programming languages and experience adapting to new languages
Global perspective and solid understanding of business objectives
TRAINING OR SKILLS REQUIRED:
Excellent written and verbal communication (including impeccable grammar)
Proficiency with Microsoft Office, social media monitoring tools, CRM tools
Ability to analyze, evaluate, and effectively communicate social media performance
Strong organizational skills and attention to detail
Ability to communicate observations and concern to upper-level management
This position requires the ability to manage the flow of data, perform analysis, generate summary reports, and communicate by voice or data while being connected in the office, at home or while travelling by laptop or mobile device regularly without regard to time zone or day of the week.
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