London, United Kingdom





Job ID


Be a part of a revolutionary change At PMI, we’ve chosen to do something incredible. We’re totally transforming our business, and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom dream up and deliver, better, brighter solutions and the space to move your career forward in endlessly different directions. The Consumer Group is undergoing a critical overhaul as we look to transform into an agile, consumer-centric business that harnesses technological innovation to deliver better, science-backed alternatives to millions of adult smokers around the world. It is only by focusing on our strategic priorities and the right organization, fully enabled to deliver what matters the most for our consumers along their journey toward better alternatives, that we will be able to deliver a smoke-free future. Here, you can make a difference. You can craft the consumer journey, from discovery and acquisition through to conversion and loyalty. And you can watch your efforts lead to meaningful change in the lives of smokers on their way to better alternatives. You’ll develop your skills; collaborating across functions, markets and regions. If you want to make a life-changing impact on consumers, there’s no better place. For our Insights team in Global Studio, London (UK) we are therefore looking for a Manager VOC Analytics! In this position you will be responsible for VOC analytics across key sources such as NPS Feedback system and social media covering multiple markets. You will be an analytically-driven great team mate, with excellent attention to detail who wants to explore customer experience improvement opportunities. Encouraged to independently / proactively perform root cause analysis, following analytics through to implementation and post deployment impact analysis. You will: • Responsible for extracting, analysing and connecting data from our various sources (including NPS/Social Media), drawing impactful insights to enable decision making • Expert in text analytics on unstructured content (verbatims from survey / Social Media mentions) for insights using effective text representation techniques and classification algorithms • Identify key customer trends, issues and opportunities and assist in formulating strategies to improve customer experience. Applying a mix of qualitative and quantitative analysis techniques will produce insights that help the business improve the customer experience • Works with our CX platform (Qualtrics / Medallia & markets to maintain the NPS global system as well as design and implement new CX management solutions. Propose improvements to our processes and methodology to improve data quality • Own research findings and present them to major partners and key decision makers to deliver a clear message that the business can act upon • Discuss with all partners their on-site tracking and reporting needs. Create reports based on partner requirements and automate processes wherever possible • Inspect and measure customer experience performance and take relevant actions • Improve analytical tools/technologies to facilitate a world-class customer experience We’re looking for someone with: • Experience working on global VOC (social media) and CX feedback programs like NPS • A professional in bringing various sources together to deliver actionable insights. • Well versed in working independently on his/her own to perform VOC text analytics between multiple sources • Demonstrated ability in NLP, taxonomies management, topic modelling, lexicon and sentiments • Proven ability in applying statistical modelling, machine learning and / or exploratory analysis to large datasets: classification, scorecard models, segmentation, clustering, Bayesian statistics, anomaly detection • Collaboration: Highly collaborative individual with strong communication skills to make consumer insights relevant for different audiences • Problem solving: Entrepreneurial, results-driven mind set; Alignment of top-down, cross-functional and -market priorities, analyses and insights; • Proficiency in : Power BI, Python, R, SQL, Sprinklr, Boolean & NLP packages • Analytical skills: Approaching data with the right questions, recognising trends • Presentation skills: Excellent story telling! Comfortable presenting to a broad audience of partners and confident to defend findings in a discussion. • Self-starter, energetic, enthusiastic, take the initiative and work independently but also to socialise ideas and develop collaborative solutions What we offer Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can: • Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore. • Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong. • Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress. • Take pride in delivering our promise to society: to improve the lives of a billion smokers. PMI is an Equal Opportunity Employer