Principal Analyst - GBS Commercial

Dreaming big is in our DNA. It’s who we are as a company. It’s our culture. It’s our heritage. And more than ever, it’s our future. A future where we’re always looking forward. Always serving up new ways to meet life’s moments. A future where we keep dreaming bigger. We look for people with passion, talent, and curiosity, and provide them with the teammates, resources and opportunities to unleash their full potential. The power we create together – when we combine your strengths with ours – is unstoppable. Are you ready to join a team that dreams as big as you do?

Job Title:

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• Purpose of the role
  

Business Analyst

Global CX Process

NPS (Net Promoter Score) survey campaigns

30+ countries

Key Tasks & Accountabilities

• Survey Campaign Management
• Lead the quarterly NPS survey kickoff, ensuring countries are aligned on prerequisites, timelines, and survey structure.
• Clean and validate data from active customer bases, ensuring compliance with global sampling frameworks.
• Monitor survey launches and response rates, ensuring statistical significance and data quality.
• Data Analysis & Reporting
• Generate and publish NPS results and simulations for countries and business units, identifying trends in customer sentiment.
• Develop actionable insights from VOC (Voice of Customer) data to highlight pain points (e.g., delivery issues, pricing feedback).
• Create dashboards/reports (using PowerBI) to visualize CX metrics for stakeholders.
• Stakeholder Collaboration
• Conduct tactical and quarterly reviews with country teams to discuss results and align on planned actions.
• Partner with Market Managers, Sales, and Customer Service to translate insights into operational improvements.
• Process Optimization
• Refine sampling methodologies and survey frameworks to increase response rates and data accuracy.
• Automate data collection/reporting workflows where possible.

3. Qualifications, Experience, Skills

Level Of Educational Attainment Required

• Education: Bachelor’s/Master’s in Business Analytics, Marketing, Data Science, Economics, or related field.
  

Previous Work Experience

• Experience: 3–5 years in business analysis, CX research, or survey analytics (CPG/retail preferred).
  

Technical Skills -

• Proficiency in Excel, PowerBI, and statistical tools (e.g., R, Python).
• Familiarity with NPS frameworks and VOC tools (Qualtrics, Medallia).
  

Preferred Skills

• Experience working with global teams