DC Analytics & Insights Analyst

Job Overview:

Generate intelligence about the different types of customers we serve and build management metrics and advanced analytics supporting customer experience strategies, marketing and automation strategies, and the improvement of business interaction touchpoints.

Use different research techniques (digital and traditional), data, analytics, customer feedback, and others, to listen, analyze, understand, and uncover customer needs.

By identifying customers’ pain points/needs, you will help map out customer journeys highlighting those issues, touchpoints, personas involved, pain points, processes, and systems involved; and you will be a key element in creating outstanding experiences for the various types of customers we interact with.

This role is responsible for developing customer knowledge and use this knowledge strategically within the organization to create superior customer experiences. A customer could be our end-users, clients, technicians, employees, channels, and others who interact in our ecosystem and participates on delivering our value proposition.

Duties:

• Lead the design and execution of customer research studies following research best practices and methodologies
• Conduct various types of customer research: qualitative, quantitative, exploratory, descriptive, experimental, digital, etc. Using a diverse set of methodologies: focus groups, interviews, surveys, data analysis, diary studies, card sorting, usability testing, eye tracking, or a mixed of these or other methods according to the case
• Develop & implement internal research methodologies, utilizing agile principles
• Seek, select, and manage research vendors to ensure that studies comply with CX team and program expectations
• Lead the creation of customer journey mapping, insight frameworks, and user personas which synthesize data and findings, helping the team arrive at a shared understanding of the customer needs
• Partner with business leaders, functional leads, IT, and cross-functional stakeholders (internal and external) to clarify project goals and identify areas where customer research can provide greater insights
• Partner with the CX strategy and design team to develop a research roadmap/strategy and project brief that accurately estimates the scope and level of effort required for projects
• Extract and analyze data from various structured and unstructured sources, using advance analytics techniques or big data principles; producing insights that can be converted into commercial or improvement actions
• Feed, contribute and support the CX Team’s team vision and strategy bringing customer knowledge and quality insights to keep improving customer experiences
• Create a testing roadmap of CX initiatives with substantiated hypotheses and collaborate with different business and IT teams to see these put into action and generate learnings from testing to improve the overall CX initiatives and program
• Enthusiastically advocate for customer needs, insights, market trends, etc. that need to be considered and incorporated into the roadmap of customer experience and omnichannel design strategy
• Present research findings and recommendations in a clear and compelling manner
• Ensure all research study results are actionable and contribute directly towards meeting CX initiatives and business goals
• Be an influential leader who champions and advocates for the customer on projects and across the organization
• Evangelize and exemplify user research best practices for the entire organization

Qualifications and desired experiences:

• Bachelor’s or Engineering Graduate (Master ‘s is a plus)
• Design thinking and/or Customer Journey mapping practitioner (certified desired)
• Experience working with data analytics to obtain insights and use them to drive decision making or drive business initiatives
• +7 years of experience, with at least 5 years working on: business intelligence, market intelligence, customer analytics/insights, marketing research, etc.
• Deep understanding of research methodologies (traditional and digital), customer insights, analytics, CX best practices across industries to uncover pain points and needs from target groups to craft and deliver outstanding experiences across the multiple touchpoints we interact with our different types of customers
• Advanced knowledge of design principles, usability principles and UX research methods
• Ability to guide teams to apply research findings/ insights within the product development process
• Proven ability to pass from insights to action
• Proven ability to work with cross-functional teams and identify ways to drive and improve the business
• Experience developing roadmaps and business cases
• Strong communication skills; must be fluent in English & Spanish (spoken and written)
• Microsoft Office proficiency
• Proven knowledge of performance evaluation metrics in a business setting
• Desired Skills: Data analytics, Systemic Thinker, Service Attitude, out of the box thinker who is intellectually curious, a team player, a person with a lot of drive, with a strong work ethic and motivated to work on a great challenge
• Additional knowledge desired: Power BI, Tableau, SQL, Google Analytics and Marketing Automation software

About Clarios:
Clarios is the global leader in advanced, low-voltage battery technologies for mobility.We power progress through ever-smarter solutions for virtually every kind of vehicle.With 16,000 employees in over 140 countries, we bring deep expertise to our Aftermarket and OEM partners, and reliability, safety and comfort to everyday lives.We answer to the planet with a rigorous ESG focus– advancing best-in-class sustainability practicesand advocating for them across our industry. We recover, recycle and reuse up to 99% of our battery materials. Clarios is a Brookfield portfolio company.

To all recruitment agencies: Clarios does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Clarios employees or any other company location. Clarios is not responsible for any fees related to unsolicited resumes/CVs. Clarios, LLC is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law, EEO is the Law (supplement), and Pay Transparency Non-discrimination. If you are an individual with a disability and you require an accommodation during the application process, please email .