Pepsico is on the lookout for talented professionals to join their team as Associate Director – Experience Analytics & Insights Lead (Enterprise Service Management) at their Hyderabad location. This role is perfect for those with a strong background in service design, experience design, and digital transformation. Below are the comprehensive details about this exciting opportunity. Notification
Overview
Pepsico is hiring an experienced Associate Director to lead their Experience Analytics & Insights team, specifically for Enterprise Service Management. This position is located in Hyderabad, India, and demands a blend of strategic thinking, analytical expertise, and a thorough understanding of user experience and analytics technologies.
Roles and Responsibilities
- Define Goals and Objectives: Align the Experience Analytics team’s goals with the dEEX objectives to achieve expected business outcomes.
- Establish Key Metrics and KPIs: Measure user behavior through various engagement channels and data sources, including both quantitative (page views, bounce rates) and qualitative data (user feedback, surveys).
- Business Ownership: Manage experience analytics technologies like Full Story and Happy Signals, ensuring alignment with data collection requirements.
- Implement Data Collection Methods: Collaborate with IT teams to collect user data across multiple sources and engagement channels (web portal, mobile, chat, chatbot, phone, IVR, helpdesk).
- Data Analysis and Interpretation: Use structured methods to analyze and interpret collected data, identifying patterns, trends, and areas for improvement.
- Holistic View Analysis: Combine qualitative and quantitative metrics for a comprehensive analysis, using user journey maps, segmentation, and sentiment analysis.
- Derive Insights: Work with service and content owners to extract meaningful insights from collected data.
- Compliance and Privacy: Ensure compliance with regulatory guidelines like SOC and GDPR, balancing detailed data collection with privacy concerns.
- Conversational Analytics: Analyze user interactions and sentiments from voice or text-based conversations.
- Collaboration: Partner with enterprise and business architects to support user experience analytics and insights capabilities.
- Continuous Improvement: Monitor and analyze employee feedback to optimize feedback collection methods.
- Training and Support: Provide training to service delivery teams on best practices for user behavior insights.
- Industry Trends: Stay updated with industry trends and emerging technologies to enhance analytics and insights services.
- Effective Communication: Present strategies and recommendations clearly, advocating for best practices in service delivery.
- Strategic Thinking: Apply strategic and analytic thinking to define practical solutions that align with the Enterprise Service Management strategy.
- Priority Management: Manage priorities, deliverables, and timelines efficiently.
Qualifications
- Experience: 8 to 10 years in roles like service design, experience design, service delivery, business architecture, or process design, with 3 to 5 years specifically in designing, configuring, or implementing ServiceNow.
- Digital Transformation: Broad experience with digital transformation initiatives at the enterprise level across multiple functions.
- Behavioral Data Analytics: Experience with both qualitative and quantitative user behavioral data, analytics, and insights.
- Technological Expertise: Deep knowledge of experience analytics and insights technologies, tools for surveys, and customer feedback collection.
- UX Analysis: Proficiency in qualitative methods for UX analysis (usability testing, focus groups).
- Design Thinking: Experience with design thinking methods and UX design.
- Strategic Frameworks: Ability to apply strategic frameworks to analyze complex business challenges and implement solutions.
- Stakeholder Management: Ability to gain support for new ideas and align stakeholders, with organizational change management experience being a plus.
- Educational Background: A bachelor’s degree is required, with a master’s degree preferred.
- Communication Skills: Exceptional written and verbal communication skills, along with strong business acumen.
- Lean Six Sigma: Knowledge of Lean Six Sigma or similar methodologies is a plus.
How to Apply
Interested candidates can apply online through the official Pepsico career portal. Make sure you have all required documents and meet the qualifications before applying. Visit official website to check all requirements.
Frequently Asked Questions (FAQs) for Pepsico Recruitment
1. What is the role being offered at Pepsico?
Pepsico is hiring for the position of Associate Director – Experience Analytics & Insights Lead (Enterprise Service Management).
2. Where is the job location?
The job location is Hyderabad, India.
3. What are the key responsibilities of this role?
- Establish key metrics and KPIs for user behavior measurement.
- Manage experience analytics technologies.
- Implement user data collection methods.
- Analyze and interpret collected data.
- Provide training and support to service delivery teams.
- Ensure compliance with regulatory guidelines.