Representative Experience Analyst
AVON
Москва, Россия
4 дня назад
source : hh

MAIN RESPONSIBILITIES :

  • Representative Experience monitoring, maintenance and improvement (including Benchmarking, Experience mapping, Best practice sharing, Focus groups)
  • Representative Satisfaction Survey :
  • Ensure regular Representative and Customer Satisfaction Survey including analytics and result presentation;
  • Working closely with region on questionnaire and question design,
  • Action plan design, prioritization, initiative piloting and follow up on results, working closely with business, with the goal to increase satisfaction with Avon services;
  • Test and learn from the quick wins implementation;
  • Business Analytics (including Reporting, Analysis, Project management, Integration, Implementation and Platforms maintenance);
  • Data collection and decks preparation
  • Complaints process administration
  • Close cooperation with CEE team and cross-functional collaboration in Russia
  • Contribution to REP Experience Strategy
  • Conduct an ongoing analysis on service business processes;
  • Investigate best practices across markets, propose actions to eliminate obstacles, make the processes smoother, faster and more efficient;
  • REQUIREMENTS :

  • Skilled in systems & technologies (familiar with processes & tools supporting business analysis, process mapping and project management);
  • Understanding of evolution of customer service in the Digital era;
  • Customer oriented and focused on experience evolution;
  • Innovation oriented mindset, with proactive and self-driven attitude;
  • Higher education;
  • Fluent written and oral English
  • 1-3 years experience on relevant position (Business Analytics, Project management, Customer Experience analytics and management);
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