Consumer Journey Lead
Obsługa klienta

Consumer Journey Lead

Philip Morris International

Warszawa
Rodzaj pracy
Pełny etat
Doświadczenie
Staż/Junior
Forma zatrudnienia
UoP
Tryb pracy
Praca stacjonarna

Wymagane umiejętności

Opis stanowiska

CONSUMER JOURNEY LEAD


Location: Warsaw

Are you a well-organized, data-driven fast learner? Are you keen on new technologies? Do you believe that customer experience is the key to success? If the answer to the above is ‘Yes’, join us!

LEAD THE INDUSTRY CHANGE


As a global tobacco company leader, we have taken a bold decision to lead the industry transformation towards a smoke-free future, with our innovative technology on reduced-risk products, incl. IQOS. We have set a new course for the company. We have chosen to do something really big.

WE OFFER:


  • unique opportunity to join an industry leader in the business transformation
  • a possibility for growth by joining experienced and highly professional team that designs the consumer-centric processes
  • competitive salary and wide range of the best-in-class benefits:
  • flexible working arrangements adjusted to your needs
  • private medical and dental care, life insurance
  • Sodexo card 
  • employee pension plan
  • multisport program
  • holiday & Christmas bonus
  • wide range of trainings, optional language classes, further education and possibility for support in getting higher professional qualification 
 

RISE TO THE CHALLENGE:


As Consumer Journey Lead you will:

·       Create and update adult Consumer journey maps and track the evolution of experience gaps
·       Monitor and validate Consumer needs, pain points and behaviours
·       Map business projects related to consumer journey and their performance
·       Analyze Consumer feedback and business needs in order to define and recommend the initiatives & business opportunities  to increase Consumer satisfaction
·       Support development of new methodology related to Consumer’s feedback within the organization
·       Be the voice of Consumer needs in every project conducted with stakeholders (Marketing, Digital, Market Research, Commercial Intelligence), external agencies and OC 
·       Ensure the relevant KPIs for Consumer experience on an every layer of the journey. Track impact of the current and planned initiatives on the Consumer experience and KPIs achievements  
·       Promote design thinking and advise channel and initiative owners on how to build state of the art Consumer experience
 

WE ARE LOOKING TO RECRUIT A TEAM PLAYER WITH:


·       Experience in projects related to Customer Experience/Customer Journey (min. 2 years)
·       Show passion for consumer-centricity, design thinking and new ways of working
·       Highly energized, independent, open –minded, capable of working with multiple projects
·       Ability to work with cross -functional teams and deal with diverse stakeholders
·       Proven analytical skills and project management abilities (agile, SCRUM)
·       Great communication and presentation skills 
·       Ability to deal with ambiguity & complexity 
·       Fluent in English and Polish, both oral and written
·       Proficient in Microsoft Office (Excel and PowerPoint)

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