Consumer Experience and Services Lead Oeiras

Consumer Experience and Services Lead
Oeiras
Oeiras, Distrito de Lisboa, Portugal

Position Snapshot

Location: Linda-a-Velha, Lisbon, Portugal

Company: Nestlé Business Services Lisbon (NBS Lisbon)

Full-time

English Speaker

Position Summary

Enable the organization to manage and optimize various digital platforms and services to enhance consumer experience. This includes designing, optimizing, and accelerating Zone Europe’s digital CX and services functional roadmap and excellence by equipping the organization (in markets and categories) with the digital CX and services operating model, digital touch points excellence standards, CX technology roadmap and governance.

The Digital Experience and Services Excellence Lead role is to enable exceptional
- centric experiences by connecting and operationalizing the consumer touchpoints, such as CRM, loyalty programs, websites, social media, digital products, e
Commerce & D2C experience, consumer engagement services, chatbots and all other digital CX touchpoints.

Key Outputs

• Digital CX and Services Functional Roadmap: Design, optimize, and accelerate Zone Europe digital CX and services functional roadmap and excellence by equipping the organization (in markets and categories) with the digital CX operating model, excellence standards, CX technology (back-end and
  - end), digital CX measurement framework, and governance.
• Consumer Journey Orchestration: Build best practices to connect and orchestrate the different consumer channels, such as email, social media, website, mobile apps, and CRMs, to create a unified and consistent experience for the consumer journey. Integrate and activate consumer data from various sources to personalize and enhance the consumer journey. Proactively design,
  - up and evaluate the data use cases to be implemented while choosing the relevant Pilot market(s) or Categories.
• Digital Touchpoints Excellence: Enable exceptional
  - centric experiences by building best practices and processes for connecting, activating, and operationalizing the consumer touchpoints. This includes excellence in managing, connecting and orchestrating the consumer touchpoints, such as CRM, websites, social media, digital products, e
  Commerce & D2C experience, and consumer engagement services (CES). Incorporating Nestlé's ambitions on Sustainability and Regeneration in consumer experience and your daily activities.
• CRM and Website Operating Models: Work with categories and markets to deploy and optimize above brand, above market CRM and website plans and operations, including providing guidance to brands and markets in acquisition and retention strategies and excellence, build and deploy CRM tactics to strengthen the consumer lifecycle, personalise the experience, and monetise 1st party data, ensuring integration of the Brand plans and campaigns.
• Consumer Engagement Services (CES): Continue the evolution of consumer engagement services with IBS, drive and champion the delivery and execution of
  -
  - class consumer engagement services across our channels (Phone, social media, Email. . . etc), setting the standard for excellence and delivering exceptional experiences that forge deep and lasting connections with consumers. Work closely with Categories to develop Self-service and Chabot experiences across touch points.
• Digital CX Analytics: Implement digital analytics programs at scale for all Zone users, to gather and analyse data from various sources, including website or CRM traffic, social media engagement, and consumer behaviour. Use data insights to measure the effectiveness of digital initiatives, identify areas for improvement, and make
  - driven decisions to optimize the consumer experience.
• Drive Efficiencies at Scale: Develop strategies and practices to drive efficiencies and enhance experiences by leveraging the latest technology trends, such as generative AI, chatbots, and other emerging technologies. Utilize these advancements to deliver
  -
  - class experiences that exceed consumer expectations and set new industry standards.
• Consumer Feedback Programs: Work closely with Insights team (CMIA) and Consumer Journey experts to define standard methodologies to implement consumer feedback programs and digital behavioural analytics across owned channels, such as surveys and user testing. Gather feedback from consumers and use it to identify pain points, address issues, and make
  - driven decisions to improve the consumer experience and UX/UI across the consumer touch points.
• Industry Trends: Keep a track of industry trends, best practices, emerging CX technologies, and artificial intelligence related to consumer experience. Continuously seek opportunities to innovate and enhance the consumer experience by adopting new technologies, new channels, digital experiences, and strategies.
• Collaborating with Internal Teams: Collaborate with various internal teams, including marketing, media, product development, sales, insights & analytics, and consumer services, to ensure a seamless and consistent consumer experience across all touchpoints and provide guidance and support to these teams to align their efforts with the consumer experience.
• Support in managing crisis: that may impact the consumer experience. Implement crisis management processes for communication, resolution, business continuity plans and recovery to minimize the impact on consumers and internal digital operations.

• +7 Years Experience in managing and optimizing consumer journeys, including journey planning, orchestration, and optimization.
• Knowledge of marketing strategies and personalization techniques to enhance the consumer experience.
• Strong understanding of CX Technologies, digital tools, UX/UI and digital channels such as CRM, Websites, social media, consumer engagement services and more.
• Analytical skill: The ability to analyse consumer data and feedback, identify trends, patterns, and areas for improvement to enhance the consumer experience.
• Project management: Experience in managing
  - functional projects and collaborating with internal teams to implement consumer experience initiatives.
• Consumer journey Analysis: Experience in mapping and analysing the consumer journey to identify pain points and opportunities for improvement.
• Industry knowledge: Familiarity with the CX or XM industry and market trends, technologies, and practices.
• Strategic planning and target setting.
• Agency and budget management.
• People leadership and team management.
• Evidence of
  - functional working and collaboration to achieve results.
• Influence and impact within a matrix environment.
• Defining a process, rolling out change in a business, and reporting on results.