Omnichannel (OC) Analytics & Insights Lead

*Job Purpose
The Omnichannel (OC) Analytics & Insights Lead will support OC execution by creating a unified HCP view, developing OC campaign performance dashboards, and supporting data-driven campaigns. He/she will analyze CX metrics, HCP feedback, campaign performance, content effectiveness, etc. to drive higher HCP satisfaction (NPS).
*Key Responsibilities
This Omnichannel (OC) Analytics & Insights Lead role will provide the opportunity to lead key activities to progress career. These responsibilities include some of the following:
Data-driven Customer Insights
- Creates & manages a unified HCP view by consolidating and analyzing data from various sources to drive business decisions and improve customer engagement
- Understands customer experience management and provides relevant insights in order to deliver a meaningful and consistent CX across all touchpoints
Performance Tracking & Reporting
- Leads OC analytics work including development of OC lead & lag metrics/KPIs, assessment of content, channel performance, analysis of customer behavior with streamlined reporting and tracking mechanism
- Develops and executes short and long-term measurement plans for proposed campaigns tactics, partnering with other key stakeholders as needed
- Measures the performance of OC campaigns across engagement channels and suggests ways to improve the campaign effectiveness / channel ROI
- Develops data-driven dashboards with near real-time tracking to monitor the performance of various OC initiatives, leveraging BI tools
- Analyzes CX metrics, HCP feedback, survey responses, and content effectiveness, and perform response modeling
- Assists in development and implementation of data-driven marketing campaigns, analyzing results to optimize campaigns and drive additional revenue opportunities
- Setups and designs A/B testing, performs scenario analysis and other deep dive analyses to address business questions related to OC execution and impact
Stakeholder Management
- Provides analytics inputs/insights to other stakeholders in the local country team to improve the OC campaigns & content effectiveness and channel selection/prioritization for enhanced customer experience
Project Management & Support
- Partners with internal COEs to identify new approaches such as data science techniques and new data sources to power OC analytics and activation opportunities
- Develops OC analytics related best-practices and actively brings them to markets in collaboration with global and regional teams to accelerate Brand team's capabilities to cultivate a rapid iteration of content & campaign for enhanced CX
- Drives integration of OC dynamics with broader analytics activities to help paint full picture of commercial execution and customer engagement/experience