Jobs in Prague

Customer Experience Analyst

Required languages

EnglishAdvanced

Seniority

Specialist

Company

AB InBev

Location

Prague

Type of job

Full-time

Category

IT jobs

At the heart of our dynamic global growth is a simple belief: nothing should come between incredibly talented people and an accelerated career.


That’s why we dream big. Why we look to the future, not the past. Why we value talent over title. And why we hire people that can be better than ourselves.


At AB InBev you’ll join a driven team that shares your desire to grow, your courage to challenge and commitment to act. In return, we’ll reward your achievements.


The opportunity is here!


Customer Experience Analyst


PURPOSE OF ROLE


Customer Experience Analyst is responsible for measurement, reporting, analysis and generation of insights to improve Customer and Consumer satisfaction with AB InBev cooperation. 


KEY TASKS AND ACCOUNTABILITIES

  • Customer and Consumer satisfaction measurement
  • Set up and Maintenance of Self service reporting and visual management for Customer/Consumer satisfaction
  • Analysis of drivers of Customer/Consumer satisfaction and root causes of dissatisfaction
  • Coordination of follow up communication with Customer/Consumer that provided the feedback in the survey (e.g. escalation of not resolved issues etc)
  • Insights generation how to improve Customer/Consumer satisfaction
  • Set up and own action log with all teams contributing to Customer/Consumer satisfaction


BUSINESS ENVIRONMENT

Main characteristics 

  • E2E (End to End) approach – manage creation, implementation and stabilization of One Europe way of working
  • B2B portal sustainability and constant improvement
  • Quickly changing and dynamic environment with multiple stakeholders in country, zone and BSC operations
  • Ensuring proper change management methodology and adding value to the Business

Key dimensions 

  • Ensure CSAT / NPS sustainability and constant improvement
  • Deliver x% improvement on operational KPI’s in the related to CSAT/NPS
  • Service Level (OTIF), automated order creation
  • B2B portal performance, system availability
  • Customer onboarding; Customer satisfaction; customer support
  • Contact and Product Master data accuracy

Key contacts

  • Related functional teams (in country, zone and ZCCs)
  • Related functional Directors and Mancom (in country, zone and ZCCs)
  • Sales, Commercial, Solution functions 


QUALIFICATIONS, EXPERIENCE, SKILLS

  • University level degree in Business Administration/Economics
  • English: fluent oral and written 
  • Commercial /Sales Function experience in multi-national company
  • Strong presentation skills
  • Excellent analytical and problem solving skills
  • Proficient in MS Office Suite especially Advanced MS Excel and MS PowerPoint


COMPETENCIES 

  • Ambassador of the company’s principles and culture
  • Structured and systematic approach to delivering business solutions
  • Good analytical and problem solving skills
  • Has common sense and straight forward approach
  • Excellent team player, able to develop strong relationships with colleagues and peers
  • Able to work on own initiative and prioritize workload effectively
  • Ability to build productive working relationships across functional areas (IT, BSC, Business)
  • Ability to cope with continuous change and support implementation of change
  • Initiative , decisiveness and drive to succeed
  • Well Spoken to interact with multiple stakeholders and make recommendations to sales teams and directors 
  • Effective communicator, to the point
  • Customer oriented work standards/approach - Our consumers come first
  • Mobility: 15% of time spent travelling- Project Management-


About the Company


We are AB InBev. Committed to driving growth that leads to better living for more people, in more places. Through brands and experiences that bring people together. Through our dedication to brewing the best beer with the best ingredients. And through our commitment to helping farmers, retailers, entrepreneurs and communities grow. We are building a company to last. Not just for a decade, but for the next 100 years. Through our brands and our investment in communities, we will bring more people together, making our company an integral part of our consumers’ lives for generations to come.


Our brewing heritage dates back more than 600 years, spanning continents and generations. From our European roots at the Den Hoorn brewery in Leuven, Belgium; to the pioneering spirit of the Anheuser & Co brewery in St. Louis, US; and the creation of the Castle Brewery in South Africa during the Johannesburg gold rush. Now, with operations in over 50 countries, and our brands sold in over 100, we are truly a world leader, and our diverse portfolio of well over 400 beer brands includes global brands Budweiser®, Corona® and Stella Artois®.




Apply for this job

Verification code
Apply for job