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Customer Experience Analyst

LOCATION: 

Charlotte, NC, US, 28208

REQ ID:  33557

Sealed Air is in business to protect, to solve critical packaging challenges and to leave our world better than we found it. Our portfolio of leading packaging solutions includes CRYOVAC® brand food packaging, SEALED AIR® brand protective packaging and BUBBLE WRAP® brand packaging, which collectively enable a safer, more efficient food supply chain and protect valuable goods shipped around the world. Sealed Air generated $4.9 billion in sales in 2020 and has approximately 16,500 employees who serve customers in 115 countries. To learn more, visit www.sealedair.com.

Job Summary


The Customer Experience Strategy Analyst plays the critical role in facilitating how Sealed Air approaches customer challenges and market opportunities in order to deliver optimal user experiences. 

 

He/She will exercise an ownership mentality over customer experience, and think and act in ways that put our customer first, giving them seamless digital options at every touchpoint in their journey, delivering them solutions that solve their most poignant operational pain points, and turning them into advocates for Sealed Air’s solutions and services. 

 

The individual in this role will be expected to collaborate across a broad matrix of product, technology, marketing, customer service, sales, and brand teams to study and map the unique identities of our current and future customers, derive meaningful customer insights from sources of quantitative and qualitative data, identify gaps in the current experiences we deliver, and put forward actionable roadmaps to improve customer experience through product and process design. 
 

 

Responsibilities

 

  • Identify, validate, and prioritize existing and emerging areas of opportunity for transforming and improving the end-to-end experiences that customers have with Sealed Air. 
  • Executing or supporting key processes and deliverables including Design-Thinking workshops, customer journey mapping, user testing and solution prototyping.  
  • Perform rigorous gap analysis between customer needs and expectations and our current processes, products, and solutions. 
  • Define and document cohesive plans that capture the critical aspects of technology, people, process, and design that will be required to affect a change in customer experience, the upstream and downstream effects that will have to be change managed, as well as the analytics standards that will be used to measure and evaluate success. 
  • Support and evolve meaningful analysis and measurement of customer experiences and set targets for improvement in key prioritized areas of opportunity. 
  • Work collaboratively and cross-functionally with partners in Sales, Customer Service, Marketing, Strategy, IT, I&D, Digital, Communications, and Change Management disciplines to identify, implement, and manage process improvements, product innovations, and strategic transformation initiatives that will have a meaningful, measurable impact on customer experience. 
  • Be an active leader and advocate in creating a culture of customer-experience-centricity and enable systems that bring more customer feedback back into our company and improve customer lifetime value.
  • Leverage exceptional communication skills to articulate the needs of current and future customers, deliver actionable timely insights to business leaders and decision makers, influence business strategies, and drive change behaviors across a wide breadth of functional business areas.

 

Key Capabilities and Mindsets

 

  • Empathizing – Ability and desire to understand and think like your internal and external customers
  • User Centered Approach – Discipline to always better understand impact on, advocate for, and educate the value of putting users in the forefront of decisions and direction
  • Business Acumen – Comfort with business strategy and understand business goals in order to translate and connect business outcomes with user outcomes 
  • Conceptualizing – Ability to fluidly help teams find the right balance between business and customer outcomes while balancing technical complexity
  • Communication – Ability to and comfort with communicating at all levels of an organization and with external audiences 
  • Courage – The product user or customer is often an afterthought; therefore, you must have the courage to advocate for the user especially when others are not
  • Influencing – Ability to build relationships and trust with others in order to build goodwill to effectively educate and showcase the value of users
  • Dynamic – Ability to jump between products to understand the situation, support needed, and when to directly help or delegate

 

 

Qualifications

 

  • Bachelors degree in Business Administration, Marketing, or equivalent work related experience
  • 5+ years experience in CX or related fields including marketing, R&D, corporate strategy, commercial strategy, IT development, or other relevant disciplines.
  • Ability to and experience leading cross-functional implementation teams 
  • Exceptional analytical skill and ability to derive meaningful insights from structure and unstructured data. 
  • Exceptional executive communication skills with the ability to educate, activate, and influence senior decision markers and frontline staff. 
  • Extensive demonstrated experience in marketing and business strategy and opportunity assessment, VOC research, workshop facilitation, and customer journey mapping. 
  • Experience leading transformation/change initiatives within a large (multi-national/global preferred) organization. 
  • Experience designing and launching new products and/or business models within a large global company environment. 

 

Requisition id: 33557 

Relocation: Yes  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability or protected veteran status.

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WHY WORK AT SEALED AIR?

It is our responsibility to leverage what we have to affect positive and meaningful change for our communities and planet using Sealed Air’s global resources and expertise.

  • Corporate sustainability. It’s about improving the lives of people around the world by addressing pressing needs in the communities where we and our customers operate.
  • Customer Success. Meeting our customers' needs. At Sealed Air it’s more than a goal, it’s an integral part of our business practices, our innovative solutions, and our values.
  • Leaving our communities better than we found them through dedication of time, talent and resources.


Nearest Major Market: Charlotte

Job Segment: Supply, Change Management, Supply Chain, Operations, Research, Management

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