Consumer Analyst

Sorry, this job was removed at 01:29 p.m. (CST) on Wednesday, Nov 13, 2024
Remote
Internship
Big Data • Food • Hardware • Machine Learning • Retail • Automation • Manufacturing
We're a global snacking company empowering people to snack right.
The Role

Job Description
Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It With Pride.
Job Scope:
The Mondelēz NA Consumer Care team manages an estimated 886K consumer contacts annually, including approximately 2.5K escalated/high risk/sensitive consumer contacts received across multiple channels; phone, email, chat, SMS and social for US and Canada.
The Consumer Care Analyst is a subject matter expert on consumer based analytical reporting, providing high levels of consumer contact trends, issues, insights, and opportunities covering the entire Mondelēz NA portfolio. This position interacts with many key stakeholder functions (SSMT, Legal, Corporate Affairs, Marketing, Quality, Research & Development) and Global Consumer Care Team. The analyst works under limited direction and is required to help support, as needed, other team members.
Key Responsibilities:
This role is a Specialist in Insights and Analytics for Consumer Care Data and an SME in WOW within a Contact Center.
This role delivers the insights of the consumers VOICE at both the Contact Center and Social Care.
The Care Analyst is usually the first person in the organization to see a potential product issue by reviewing trends.
The Analyst delivers many standard reports to key stakeholders; Marketing and Quality, but also creates numerous adhoc reports to support business needs i.e., Packaging complaints; Nutritional Data, Where to Buy.
This role is a SME on the 900 + reason codes (reason for contact) and works directly with the Contact Center Partner to ensure agents are trained accurately. Weekly audits are completed, and the analyst will ensure cases are updated with the correct coding.
Consumer Care is a Global function, and the NA Analyst will attend many Global meetings working with Global Quality, GBS and other Consumer Care Analysts to identify new WOW or efficiencies. This role will also participate in problem solving data inaccuracies and supports the role out of new Global Reports and/or Reporting Tools.
The Analyst will support new businesses and/or Channels, ensuring stakeholders are trained on our Reporting tool, but will also inform on how Master Data needs to be set up for new programs and will get Global agreement on the creation of new Reason Codes. Once a new businesses/channel is implemented this role will monitor the data on a daily/weekly basis to ensure the Contact Center are using the correct data for capturing contacts.
The Analyst is responsible for forecasting Volumes at the Contact Center, this allows our partner to ensure they have the correct resources available to handle contacts, forecasting must be done at many levels i.e., Total Volume + Channel Volume.
The Analyst is responsible for managing reporting during a product recall, setting up alerts, briefing the SSMT, working with both the Contact Center and Social Care to ensure data integrity. This reporting will continue for many months after the recall has finished to ensure we are monitoring and escalating if trends pick up.
As Consumer Care is a small team, this role needs to understand the ins and outs of working in a call center + Social Care and will be asked to provide input into Strategy and WOW across all aspects of Care.
The individual must demonstrate mastery of internal procedures beyond those taught by demonstration. Gains knowledge of, and applies, internal and job specific problem-solving techniques to solve project issues. Uses rigorous logic to quantify, assess, and solve issues with effective solutions. Identifies challenges early and communicates them appropriately. Works with limited supervision.
What extra ingredients you will bring:
Minimum Education and Experience:

  • Bachelor's Degree is preferred, but not required - Critical thinking skills.
  • Contact Center experience a plus - Solid business acumen.
  • Minimum of 2 years of analytical experience - Analytical experience, synthesis of large amount of data
  • Solid communication skills - Ability to thrive in and handle ambiguity.
  • Technical Savvy (Microsoft applications, preferably Excel, Business Objects, Social Media tools)


Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
No Relocation support available
Business Unit Summary
The United States is the largest market in the Mondelēz International family with a significant employee and manufacturing footprint. Here, weproduce our well-loved household favorites to provide our consumers with the right snack, at the right moment, made the right way. We have corporate offices, sales, manufacturing and distribution locations throughout the U.S. to ensure our iconic brands-including Oreo and Chips Ahoy! cookies, Ritz, Wheat Thins and Triscuit crackers, and Swedish Fish and Sour Patch Kids confectionery products -are close at hand for our consumers across the country.
Mondelēz Global LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact 847-943-5460 for assistance.
Job Type
Regular
Brand & Portfolio Management
Marketing

The Company
Chicago, IL
90,000 Employees
Hybrid Workplace
Year Founded: 2012

What We Do

Mondelēz International, Inc. (NASDAQ: MDLZ) is an American multinational confectionery, food, and beverage company based in Illinois which employs approximately 90,000 individuals around the world.

Our Purpose
Our purpose is to empower people to snack right. We will lead the future of snacking around the world by offering the right snack, for the right moment, made the right way.

Our Brands
We’re leading the future of snacking with iconic brands such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum.

Our People
Our 90,000+ colleagues around the world are key to the success of our business. Our Values and Leadership Commitments of Love our Consumers and Brands, Grow Every Day, and Do What's Right shapes our culture – what we believe in, stand for, and what guides our actions and decisions. Great people and great brands. That’s who we are.

Our Strategies
We are uniquely positioned to lead the future of snacking with strong leadership in our categories, an unparalleled portfolio of global and local brands, and a solid footprint in fast-growing markets. Aimed at delivering sustainable growth, our strategic plan is centered around three strategic priorities:

• Growth: accelerate consumer-centric growth
• Execution: drive operational excellence
• Culture: build a winning growth culture

Why Work With Us

We offer passionate, energetic and curious people a huge choice of careers in our fun, fast-paced, global business. We operate in four regions: Asia, Middle East & Africa; Europe; Latin America; and North America. And in over 80 countries our people are united in a common purpose to empower people to snack right.

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Mondelēz International Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

#TeamMDLZ F​lexible Work​ing Pledge: We Trust each other to work flexibly and productively We show Empathy, encouraging belonging and connection We are Mindful of making space and taking time

Typical time on-site: Flexible
Chicago, IL

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