Global Product Owner – Customer Intelligence & CX

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact. What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model. Job Description Responsible for building exceptional customer experience in the execution of the relationship survey (NPS) and transactional surveys through excellence of program systems, systems monitoring, analysis and reporting. Partners with the rest of the Global Customer Intelligence Team, the external survey platform provider and internal IT teams to deliver data that supports stakeholders in their action plans to increase customer loyalty and satisfaction. Able to convey complex information in a timely, efficient and easily understood manner across the organization. Successful candidate will need to combine strong analytical skills with interpersonal savvy. Location: Can be remote based in the US Central or Eastern time zones due to international collaboration needed Scope: Global Major/Key Accountabilities Own, optimize and effectively manage the Signals phase of customer intelligence. This includes building trustworthy data, integrated systems and providing a comprehensive view across all regions. Project management of NPS Relationship and Transactional Survey Programs, which includes the ongoing execution and monitoring of data processing and data relay processes within the Medallia/Salesforce integration. Developing ways to best monitor and quality control the Relationship and Transactional Survey Programs processes end-to-end (from survey to Closed Loop Process), using detailed, comprehensive, and well-structured test plans. Working very closely with the rest of the Global Customer Intelligence Team to identify needs for further investigation into specific customer journey touch points, design and build relevant transactional surveys, ad hoc surveys and reports Finding new ways to discover real customer needs, identifying new listening posts across the customer journey Willing to be a super-user admin of Medallia, ensuring adoption within our instance of relevant new features and new releases that enable us to visualize and extract data insights better and more easily from Medallia dashboards and tools. Oversee Medallia user access management Deliver Medallia training to the rest of the Customer Intelligence Team and to the rest of the organization. Supporting the rest of the Global Customer Intelligence Team with insights building and insights delivery. Measures Uptime of Medallia/Salesforce integration Survey health Data health Closed Loop quality Targeted updates on insight programs and strategy projects Authority/ Decision Making In concert with the local teams In line with the authority matrix for the role Key contacts Sr. Manager Global Insight Global Customer Intelligence Research Lead Global Customer Intimacy Lead Customer Experience Teams (NPS) Insight Leads (country) IT Teams Vendors Qualifications Business Degree / MBA (a plus) NPS Certification a plus Medallia experience a plus (will teach if needed) Experience 3 years’ experience in end to end project management Experience in both analytical as well as leading/engaging/coordinating type of role. Skills and Knowledge Advanced knowledge of Microsoft Office (Power Point and Excel) Solid critical thinking skills – able to ask the right questions, process information quickly and think beyond present. Ability to lead an insightful conversation with stakeholders, draw conclusions, and make recommendations Knowledge of Customer Loyalty/Satisfaction research techniques and tools Process management – Highly organized and process orientated. Decision making – Ability to prioritize and work under pressure. Drive and Delivery – Committed to deliver to agreed timelines. Strong communication skills. Able to work cross functionally and marshal resources to deliver outcomes. Comfortable with orchestrating investigations into application configuration and the mapping to business processes Reconciliation based testing with ability to identify root cause of differences Confident and capable to work through issues and conflicts. Can handle setbacks. Ability to take multiple pieces of information (ex. data, verbatim, closed loop feedback) and consolidate into actionable insight for use by leadership and other stakeholders. Languages Essential: English; Desirable: Other European language (French, German, Italian, Spanish) Preferred Education Bachelors Preferred Level of Work Experience 3 - 5 years We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class. Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at recruitment@brambles.com. CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact. What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model, for available positions.