Graduates, Postgraduates Vacancy at Pepsico: Check Requirement

Overview:

Pepsico is hiring an experienced Associate Director – Experience Analytics & Insights Lead (Enterprise Service Management) at their Hyderabad, India location.

The complete details of this job are as follows:

Roles and Responsibilities:

• Define goals and objectives of the Experience Analytics team, aligned with the dEEX ones and execute to achieve the expected business outcomes.
• Establish a set of key metrics and KPIs for user behavior’s measurements through different engagement channels and through different data sources: ensure both quantitative data (e.g. page views, bounce rates, etc.) and qualitative data (e.g. user feedback, surveys, usability testing, etc.) are included.
• Business ownership of the experience analytics technologies (e.g. FullStory, Happy Signals); ensure alignment with data collection requirements.
• Define and implement user data collection methods in collaboration with the IT teams, across the various data sources (e.g. ServiceNow, WalkMe) and across all the employee engagement channels (i.e. web portal, mobile, chat, chatbot, phone, IVR, helpdesk, etc.).
• Analyze and interpret the collected data, using structured methods and frameworks to correlate user data and behaviors. Synthesize quantitative and qualitative data to identify patterns, trends, and areas for improvement.
• Combine qualitative and quantitative metrics for a holistic view. Analyze metrics with behavioral data or user feedback, leverage user journey maps for the various personas, user segmentation, sentiment analysis, etc. to derive meaningful conclusions.
• Work with Service owners and content owners in the business to derive meaningful insights from collected data..
• Comply with regulatory guidelines (e.g. SOC, GDPR, etc.) and ensure privacy and ethical considerations are taken into account, balancing detailed user data collection with privacy concerns.
• Derive insight from conversational analytics, from user interactions and sentiments during voice or text-based conversations.
• Partner with Enterprise and Business architects and Business partners to identify requirements & solutions to support user experience analytics and insights capabilities.
• Continuously monitor and analyze employee feedback and data to identify areas for improvement and optimize the feedback collection methods.
• Provide training and support to Pepsico Service delivery teams on best practices for delivering exceptional insights about users’ behaviors.
• Stay up to date with industry trends and emerging technologies to drive innovation and enhance our experience analytics and insights service offerings.
• Present strategy, recommendations and solutions clearly and concisely and focus on key points to portray the intended message or purpose
  Advocate and drive adoption of defined operating principles and “best practices” to ensure standardization of service delivery across the enterprise
• Apply strategic and analytic thinking in order to define practical solutions that align with Enterprise Service Management strategy
  Effectively manage priorities, deliverables and timelines with little need for escalation

Qualifications

• 8 to 10 years experience in relevant roles such as Service design, Experience design, Service delivery, business architecture, or Process design with 3 to 5 years experience specifically in designing, configuring, or implementing ServiceNow
• Broad experience with digital transformation initiatives at the enterprise level, across multiple functions
• Broad experience with user behavioral data (both qualitative and quantitative), analytics and insights
• Deep knowledge of Experience Analytics & Insights technologies, tools for surveys and for collecting customer feedback
• Deep knowledge of qualitative methods for UX analysis (e.g. usability testing, focus groups engagement, etc.)
• Experience with Design thinking methods and UX design

• Experience applying strategic frameworks to analyze complex business challenges
• Ability to make business recommendations and successfully implement them across an organization
• Ability to gain support for new ideas and align stakeholders. Organizational change Management experience is a plus
• Prior experience in management, and in digital transformation consulting
• Bachelor’s degree required, master degree preferred
• Exceptional communication skills, written skills, and business acumen
• Knowledge of Lean Six Sigma, or similar methodologies, a plus

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