Coca-Cola HBC
Coca-Cola HBC (Hellenic Bottling Company) is a leading bottling partner of The Coca-Cola Company, responsible for producing, packaging, distributing, and selling Coca-Cola beverages in 29 countries across Europe, Africa, and Asia. In Nigeria, Coca-Cola HBC operates through Nigerian Bottling Company (NBC) Limited, offering a wide portfolio of sparkling drinks, juices, water, and energy beverages including Coca-Cola, Fanta, Sprite, and Eva Water. The company focuses on sustainability, local sourcing, and community development while delivering high-quality products to millions of consumers. Coca-Cola HBC combines global standards with local execution to drive growth and support economic development in its markets.
Applications are invited from suitable and qualified candidates for the position of Digital Customer Experience Data Analyst at Coca-Cola HBC.
Job Title: Digital Customer Experience Data Analyst
Job Summary
- We’re looking for a highly motivated and experienced Insights & Data Analyst to join our Digital Commerce Group.
- In this role, you will be responsible for monitoring customer satisfaction and customer behaviors within the digital platforms.
- You will analyze their journeys, pain points and needs, with the goal of generating solid and high-quality insights to influence the CCH Digital Innovation pipeline and guide omni-channel strategies.
- You will also be responsible for the full end-to-end Digital Customer Experience (CX) data process, from data manipulation and visualization to dashboarding and data integration projects, including data governance and user training.
Responsibilities
- Create ad-hoc queries, studies, and analyses looking at customer satisfaction and behaviors data to uncover root causes of customer friction and identify opportunities for improvement
- Perform and automate analyses on customer verbatims to detect sentiment, needs, pain/gain points to support customer personas definition and customer journey mapping initiatives
- Regularly monitor and report CX performance on digital platforms, across primary & secondary KPIs
- Lead the data structure strategy for digital CX and coordinate cross-functional teams to further enrich CX data sources with the rest of CCH customer data universe (and vice versa)
- Develop dashboards for tracking and trend analyses, as well as maintain them to ensure high-quality and user-friendly insights, encouraging constant engagement with all levels of cross-functional teams
- Foster a self-service culture for CX performance tracking, making it available for all relevant users accessible via ‘few-clicks-away’ dashboards
- Translate complex data/insights into clear, compelling narratives and recommendations for stakeholders
- Serve as the ‘voice of the customer’ within the company, sharing feedback and insights with product development, digital marketing, and commercial teams to help shaping future product enhancements and business strategies
- Share updates about industry trends, tools, and best practices in customer analytics and digital customer experience, to bring an outside-in perspective to relevant stakeholders
Requirements
- 3+ years of experience in customer/CRM analytics, digital analytics, business intelligence, or a similar role
- Master’s degree in Data Science, Business Analytics, Marketing, or a related field
- Proven experience in handling Power BI
- Proficiency in using customer feedback/behavior analytics tools (e.g., Medallia, Qualtrics, Hotjar) and advanced analytics (e.g., SQL, R, Python) – will be a plus
- Strong analytical and problem-solving skills
- Critical thinking & curiosity, with hands-on approach
- Self-driven mindset and the ability to work collaboratively with cross-functional teams, as well as with external vendors
Benefits
- Development opportunities
- Equal opportunity employer
- Work with iconic brands
- Supportive team
Application Closing Date
Not Specified.
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To apply for this job please visit careers.coca-colahellenic.com.