Consumer Experience Analyst

Are you ready to #MakeHistory? At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re in the process of transforming our business and introducing products to work towards a smoke-free future. With huge change, comes huge opportunity. So, if you are the chosen one, you’ll enjoy the freedom to dream up and deliver better, brighter solutions. You’ll have the chance to work alongside and have endless experiences learning from our teams across the business. We are currently on the lookout for a Consumer Experience Awareness Analyst based in Auckland, New Zealand. Reporting to the Head of Consumer Experience & CSC, this role ensures alignment with the consumer journey, lead, plan and co-ordinate the execution of scalable projects to identify the optimal Consumer Programs. This role also aims to generate customer awareness of our Reduced Risk Products and programs to feed the Acquisition funnel. A day in the life of Consumer Experience Awareness Analyst: Identify the key channels and stakeholders required to grow awareness of brand and products End-to end management of programs and activities in line with long/short term goals of the consumer journey and organisation. Develop roadmap, operating plan and budget for scalability to expand Consumer Experience across multiple touchpoints (omni-channel) along the consumer journey. Produce accurate and timely reporting throughout program lifecycle (KPI’s, ROI, Impact). Report on program performance and insights, including proposals to improve KPI’s and User Experience across awareness/Learn stages of the Consumer Journey. Identify areas for improvement throughout project lifecycle to optimise products and services across relevant awareness stages of the consumer journey. Work with market Project Management Team to ideate and conceptualize MVP offers and experiments based on adult consumer research and insights. Co-ordinate due diligence requirements and executional feasibility within the business to understand the overall impact of scalability on business results Implement and manage change transitions and intervention with supporting stakeholders to ensure project goals are achieved Analyse and facilitate the mitigation of project risks, meet with stakeholders to ensure clear and transparent communication regarding project issues and decisions by sponsor/management We’re looking for someone who has: Minimum 1 year of customer service experience in the Contact Centre for in- and outbound interactions Aftersales hypercare support experience is a benefit Sales aptitude Sound financial acumen, advanced analytical and planning skills (business planning cycles) Knowledge of regulatory requirements. Ability to influence and manage conflict Creativity, passion and curiosity with strong attention to detail Excellent written and verbal communication skills Proficiency in MS Office (Powerpoint, Excel and Word) This is a great opportunity to join a global organisation offering a lifetime of exploration and discovery to #MakeHistory! Please apply by 24 March 2023.  Inclusion and diversity are part of our DNA at Philip Morris Limited. Our priority is to attract, support and retain individuals – no matter their age, gender, religion, sexual orientation or physical ability. Candidates must be eligible to work in New Zealand to be considered for the role.