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Senior Specialist GBS Customer Experience - Analytics & Reporting (m/ f/ d)

Global Business Services (GBS) designs, builds and operates consistent end-to-end business solutions for adidas, delivering services in the areas of finance, non-trade procurement and human resources.  This drives operating efficiency, better customer experience, company agility and decision making, and ensures the compliance and control environment. This is enabled through consistent end-to-end processes, strong, globally consistent governance of solutions and services, state of the art technology and tools, creativity, and continuous improvement. 

 

Purpose

The team purpose is to align towards and drive a seamless customer experience that makes every user interaction with the GBS digital touchpoints more valuable, consistent and user friendly. The position helps drive critical business decisions by analyzing data, metrics and by designing reports. 

 

Keu Responsibilities:

Customer Experience (CX) reporting:  

  • Develops and maintains a meaningful experience measurement framework in close collaboration with the Reporting team. 

  • Provides actionable experience analytics and insights across user groups and interfaces.  

  • Designs business analysis and data recording systems for use throughout the team. 

  • Maintains databases and performs updates to ensure accuracy. 

  • Examines data reports to locate and resolve mistakes throughout. 

  • Accurately analyzes and collects data for various types of business reports. 

  • Creates business reports that provide insight into key data points. 

  • Communicates the results of data analysis in written and verbal form.  

  • Monitors data to identify changes in customer experience trends. 

Specialist advice: 

  • Actively monitors and identifies new relevant intelligence, best practice and knowledge within area. 

  • Supports in identifying experience opportunities along the customer journey. 

  • Prepares and executes usability testing with users and customers. 

  • Develops and maintains expertise in relevant areas including CX reporting and relevant technologies, applications, and data analysis. 

User research: 

  • Applies standard methods in support of user research initiatives.  

  • Involves wider team in research activities.  

  • Engages effectively with users and customer representatives to generate high quality research.  

  • Documents and shares the outcomes of user research. 

Relationship management: 

  • Collects lessons learned and disseminates relevant information.  

  • Uses feedback from team members and stakeholders to improve data analysis and CX reporting. 

 

Authorities: 

  • i.A. 

 

Key Relationships:  

The role reports to the head of Delivery Excellence and impacts all management levels in GBS, ranging from the senior leadership team to operational leads & teams worldwide. 

  • GBS Operations (Porto/Dalian/NAM/LAM) 

  • GBS Hire to Retire 

  • GBS Record to Report 

  • GBS Source to Pay 

  • GBS Order to Cash 

  • GBS Planning & Reporting 

  • Global IT 

 

Knowledge, Skills and Abilities: 

  • Analytical thinking, solution oriented, clear, and structured way of working. 

  • Ability to drive efforts under limited guidance. 

  • Excellent interpersonal skills & relations with ability to work effectively with stakeholders in complex, fast-paced organizations. 

  • Fluent in English both verbally and written. 

 

Requisite Education and Experience / Minimum Qualifications: 

  • University degree in Business/Computer Science/Information Technology or equivalent. 

  • Minimum 2 years of relevant work experience within the field of customer experience, experience analytics and/or performance reporting. 

  • Preferably experience in shared services or global business services. 

 

***Apply with your CV in English.***

adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an Equal Opportunity Employer.

Job Title:  Senior Specialist GBS Customer Experience - Analytics & Reporting (m/ f/ d)

Brand:  adidas
Location:  Porto
TEAM:  Accounting & Finance
State:  13
Country/Region:  PT
Contract Type:  Full time
Number:  360010
Date:  Nov 21, 2021