Customer Experience Functional Analyst

Do you want to work for a world-leading manufacturer who strives to build a better future through sustainability and innovation? Are you looking for a new challenge in a stable, fast-growing sector?

Join us, and build your career by helping us build the future.

We are a global leader in sustainable products with more than 21,000 team members worldwide. From infinitely recyclable aluminum cans, cups, and aerosol bottles, to aerospace solutions that enable our customers to have a deeper understanding of our planet and the universe. We produce all these incredible things with one unique purpose: crafting a better community, a better society, a better world.

Moreover, each of us has a deep commitment to diversity and inclusion which is the foundation of our culture of belonging. And everyone at Ball is an everyday champion, making a difference by doing what we love.

We lead with our heads and our hearts and combine innovative thinking with a spirit of resiliency that keeps us moving forward in a relentless pursuit of new ways to make life, and the world, better. Whether we’re developing packaging that’s infinitely recyclable or aerospace innovations. Because what we create may change, but what we will always make is a difference.

Position overview:

Responsible for the execution of projects, initiatives, trainings and day-to-day activities aimed to continuously improve the overall customer experience. Supports the deployment of Customer Experience Framework; this includes customer feedback collection (surveys, interviews etc.), data analysis, CX metrics monitoring, projects / improvement initiatives definition and execution. It also includes customer journey mapping, CX trainings delivery, customer engagement activities and other.

Works closely with different divisions, departments and regions (NA, SA, EMEA) in order to identify, recommend, develop and implement effective customer experience strategies at Ball Corporation.

Key responsibilities include:

• 
  Design, coordinate and/or execute qualitative and quantitative research (e.g. surveys, interviews) to collect customer feedback and insights;
• Work with the internal stakeholders to define, calculate, monitor and report the results of customer experience KPIs (e.g. NPS score) and other metrics;
• Engage with the internal stakeholders to understand their needs, objectives and priorities in terms of customer experience and provide support and advisory services to help them achieve those objectives;
• Perform customer journey mapping to understand customer experiences at different touchpoints, identify ‘pain points’ along the way and define areas that need improving;
• Support creation, coordination and/or delivery of Customer Experience trainings and workshops across the company;
• Evaluate the best practices in the marketing related to Customer Experience and bring new proposals to continuously improve the practices implemented at Ball;
• Partner with IT and Reporting and Analytics teams to leverage technology in customer interactions, CX measuring and reporting;
• Partner with Communications and Change Management teams to formulate effective communication strategies to improve the customer experience;
• Support improving customer relations by creating content for the internal communication platforms;
• Run usability tests to get actionable insights to create better user experiences of the product/website/portal;
• Facilitate customer meetings, workshops and interviews;

Experience required:

• 3-5 years of working experience in a customer experience, marketing, business administration or related function
• Experience with trainings delivery and managing cross-functional projects
• Experience with customer data collection, customer experience measuring, reporting and analysis
• Advanced analytical, organization, interpersonal and communication skills (verbal and written)
• Outstanding presentation skills, Customer service skills and a customer-centric mindset
• Experience in using MS Power Point, Excel, SurveyMonkey, Qualtrics or other survey platform; experience in using SharePoint, SAP Jam or similar is a plus
• Advanced English speaking and writing skills; Spanish and/or Portuguese language skills are considered to be a plus
• Desirable Certifications: Lean Six Sigma, Design Thinking, Customer Experience, Project Management

Ball Corporation is an Equal Opportunity Employer. We actively encourage applications from everybody, regardless of gender, age, ethnicity, faith, ability, or orientation.

Please note the advertised job title might vary from the job title on the contract due to local job title structure and global HR systems.

No agencies please.