Consumer Analyst

Job Description

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It With Pride.

Job Scope:

The Mondelēz NA Consumer Care team manages an estimated 886K consumer contacts annually, including approximately 2.5K escalated/high risk/sensitive consumer contacts received across multiple channels; phone, email, chat, SMS and social for US and Canada. 

The Consumer Care Analyst is a subject matter expert on consumer based analytical reporting, providing high levels of consumer contact trends, issues, insights, and opportunities covering the entire Mondelēz NA portfolio. This position interacts with many key stakeholder functions (SSMT, Legal, Corporate Affairs, Marketing, Quality, Research & Development) and Global Consumer Care Team. The analyst works under limited direction and is required to help support, as needed, other team members.

Key Responsibilities:

This role is a Specialist in Insights and Analytics for Consumer Care Data and an SME in WOW within a Contact Center.

This role delivers the insights of the consumers VOICE at both the Contact Center and Social Care.   

The Care Analyst is usually the first person in the organization to see a potential product issue by reviewing trends.

The Analyst delivers many standard reports to key stakeholders; Marketing and Quality, but also creates numerous adhoc reports to support business needs i.e., Packaging complaints; Nutritional Data, Where to Buy.

This role is a SME on the 900 + reason codes (reason for contact) and works directly with the Contact Center Partner to ensure agents are trained accurately.  Weekly audits are completed, and the analyst will ensure cases are updated with the correct coding.

Consumer Care is a Global function, and the NA Analyst will attend many Global meetings working with Global Quality, GBS and other Consumer Care Analysts to identify new WOW or efficiencies.  This role will also participate in problem solving data inaccuracies and supports the role out of new Global Reports and/or Reporting Tools.

The Analyst will support new businesses and/or Channels, ensuring stakeholders are trained on our Reporting tool, but will also inform on how Master Data needs to be set up for new programs and will get Global agreement on the creation of new Reason Codes.   Once a new businesses/channel is implemented this role will monitor the data on a daily/weekly basis to ensure the Contact Center are using the correct data for capturing contacts.

The Analyst is responsible for forecasting Volumes at the Contact Center, this allows our partner to ensure they have the correct resources available to handle contacts, forecasting must be done at many levels i.e., Total Volume + Channel Volume.

The Analyst is responsible for managing reporting during a product recall, setting up alerts, briefing the SSMT, working with both the Contact Center and Social Care to ensure data integrity.  This reporting will continue for many months after the recall has finished to ensure we are monitoring and escalating if trends pick up.

As Consumer Care is a small team, this role needs to understand the ins and outs of working in a call center + Social Care and will be asked to provide input into Strategy and WOW across all aspects of Care.

The individual must demonstrate mastery of internal procedures beyond those taught by demonstration. Gains knowledge of, and applies, internal and job specific problem-solving techniques to solve project issues.  Uses rigorous logic to quantify, assess, and solve issues with effective solutions.  Identifies challenges early and communicates them appropriately. Works with limited supervision.

What extra ingredients you will bring:

Minimum Education and Experience:

• Bachelor’s Degree is preferred, but not required - Critical thinking skills.
• Contact Center experience a plus                           - Solid business acumen.
• Minimum of 2 years of analytical experience                     - Analytical experience, synthesis of large amount of data
• Solid communication skills                                       - Ability to thrive in and handle ambiguity. 
• Technical Savvy (Microsoft applications, preferably Excel, Business Objects, Social Media tools)

Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Business Unit Summary

The United States is the largest market in the Mondelēz International family with a significant employee and manufacturing footprint. Here, we produce our well-loved household favorites to provide our consumers with the right snack, at the right moment, made the right way. We have corporate offices, sales, manufacturing and distribution locations throughout the U.S. to ensure our iconic brands—including Oreo and  Chips Ahoy! cookies, Ritz, Wheat Thins and Triscuit crackers, and Swedish Fish and Sour Patch Kids confectionery products —are close at hand for our consumers across the country.  

Mondelēz Global LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact 847-943-5460 for assistance.

Job Type