Consumer Experience Retention Executive Lausanne

Vor 2 Tagen

Lausanne, Schweiz Philip Morris International Vollzeit

Be a part of a revolutionary change

At PMI, we’ve chosen to do something incredible.

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver, better, brighter solutions in a space that allows you to move your career forward in endlessly different directions.

The Smoke Free Product function is undergoing a critical overhaul as we look to transform into an agile, consumer-centric business that harnesses technological innovation to deliver smarter, science-backed alternatives to millions of adults around the world who would otherwise continue to smoke.

It is only by focusing on our strategic priorities and the right organization that we are fully enabled to deliver what matters the most for our consumers along their journey toward better alternatives to cigarettes - a smoke-free future.

Here, you can make a difference. You can craft the consumer journey, from discovery and acquisition through to conversion and loyalty. And you can watch your efforts lead to meaningful change for the benefit of adult smokers on their way to better alternatives.

You’ll develop your skills; collaborating across functions, markets and regions. If you want to play a part in driving one of the biggest societal changes of our time, there’s no better place

We are looking for a Consumer Experience Executive based in Lausanne.

As a Consumer Experience Retention Executive, you will support the Consumer Experience Retention Lead on bringing consumer centric thinking and the voice of the consumer to the fore-front of daily decisions of various teams you support. You will do this through analysis of consumer feedback, program/process Consumer Experience assessments, analysis of digital UX and content, and collaborating closely with Data & Analytics and Consumer Insights teams.

You will:

- Act as the Voice of Consumer Champion for various consumer programs and platforms, supporting the CX Retention lead in analyzing consumer feedback and KPI’s.
- Support your various program and platform huddle teams by coordinating and facilitating additional capability building through practice, training and hand-holding to improve quality (success rates) and volume (callback rates) of consumer feedback, ensuring adequate call backers are available and trained to assign NPS Callback tickets to.
- Assist in developing Consumer Journey mapping and gap analysis with relevant project teams to identify experience gaps across the various touchpoints with our consumers.
- Coordinate the process of setting up effective and actionable tests to close identified experience gaps with the various platform and program teams you support. Provide guidance and assistance from hypothesis forming stage through to test tracking and final reporting stage.
- Assist the CX Retention Lead in maintaining a backlog of consumer experience improvements/actions as identified and agreed during Huddles and other CX assessments. Coordinate and liaise with responsible team members on the progress of the improvements while supporting the progress of actions by providing further analysis and test setup/design when required.

What we offer:
Our success depends on the talented employees who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:

- Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.
- Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.
- Pursue your ambitions and develop your skills with a global business - our staggering size and scale provides endless opportunities to progress.
- Take pride in delivering our promise to society: to deliver a smoke-free future

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