Senior Specialist GBS Customer Experience - Analytics & Reporting (m/ f/ d)
adidas
Porto, 13, PT
há 6 dias

Global Business Services (GBS) designs, builds and operates consistent end-to-end business solutions for adidas, delivering services in the areas of finance, non-trade procurement and human resources.

This drives operating efficiency, better customer experience, company agility and decision making, and ensures the compliance and control environment.

This is enabled through consistent end-to-end processes, strong, globally consistent governance of solutions and services, state of the art technology and tools, creativity, and continuous improvement.

Purpose

The team purpose is to align towards and drive a seamless customer experience that makes every user interaction with the GBS digital touchpoints more valuable, consistent and user friendly.

The position helps drive critical business decisions by analyzing data, metrics and by designing reports.

Keu Responsibilities :

Customer Experience (CX) reporting :

Develops and maintains a meaningful experience measurement framework in close collaboration with the Reporting team.

Provides actionable experience analytics and insights across user groups and interfaces.

Designs business analysis and data recording systems for use throughout the team.

Maintains databases and performs updates to ensure accuracy.

Examines data reports to locate and resolve mistakes throughout.

Accurately analyzes and collects data for various types of business reports.

Creates business reports that provide insight into key data points.

Communicates the results of data analysis in written and verbal form.

Monitors data to identify changes in customer experience trends.

Specialist advice :

Actively monitors and identifies new relevant intelligence, best practice and knowledge within area.

Supports in identifying experience opportunities along the customer journey.

Prepares and executes usability testing with users and customers.

Develops and maintains expertise in relevant areas including CX reporting and relevant technologies, applications, and data analysis.

User research :

Applies standard methods in support of user research initiatives.

Involves wider team in research activities.

Engages effectively with users and customer representatives to generate high quality research.

Documents and shares the outcomes of user research.

Relationship management :

Collects lessons learned and disseminates relevant information.

Uses feedback from team members and stakeholders to improve data analysis and CX reporting.

Authorities : i.A.

Key Relationships :

The role reports to the head of Delivery Excellence and impacts all management levels in GBS, ranging from the senior leadership team to operational leads & teams worldwide.

GBS Operations (Porto / Dalian / NAM / LAM)

GBS Order to Cash

GBS Planning & Reporting

Global IT

Knowledge, Skills and Abilities :

Analytical thinking, solution oriented, clear, and structured way of working.

Ability to drive efforts under limited guidance.

Excellent interpersonal skills & relations with ability to work effectively with stakeholders in complex, fast-paced organizations.

Fluent in English both verbally and written.

Requisite Education and Experience / Minimum Qualifications :

University degree in Business / Computer Science / Information Technology or equivalent.

Minimum 2 years of relevant work experience within the field of customer experience, experience analytics and / or performance reporting.

Preferably experience in shared services or global business services.

Apply with your CV in English.

At adidas we have a winning culture. But to win, physical power is not enough. Just like athletes our employees need mental strength in their game.

We foster the athlete s mindset through a set of behaviors that we want to enable and develop in our people and that are at the core of our unique company culture the 3Cs : CONFIDENCE, COLLABORATION and CREATIVITY.

  • CONFIDENCE allows athletes to make quick decisions on the field, to reach higher. For us at adidas confidence means acknowledging that we don’t have all the answers.
  • But we are willing to take risks, we try new things. And if we fail, then this is part of our learning it helps us improve.

  • COLLABORATION . Every elite athlete relies on partners : coaches, teammates, and nutritionists. We, too, know that we are stronger together.
  • Winning as one team takes open and candid dialogue, inclusiveness and trust in each other’s abilities and talents.

  • Being the best sports company in the world takes CREATIVITY . No great athlete succeeds by copying their predecessors’ training plans and strategies.
  • We have to be open to new ideas, explore, gain an edge and stand out. Only then can we succeed.

    adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees.

    We are an Equal Opportunity Employer.

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