Customer Experience Analyst - Zero Failures

Customer Experience Analyst - Zero Failures

About us

AB InBev is the leading global brewer and one of the world’s top 5 consumer product companies. With over 500 beer brands, we’re number one or two in many of the world’s top beer markets, including North America, Latin America, Europe, Asia, and Africa.

About AB InBev Growth Group

Created in 2022, the Growth Group unifies our business-to-business (B2B), direct-to-consumer (DTC), Sales & Distribution, and Marketing teams. By bringing together global tech and commercial functions, the Growth Group allows us to fully leverage data and drive digital transformation and organic growth for AB InBev around the world.

In addition to supporting well known global beer brands like Corona, Budweiser and Michelob Ultra, the Growth Group is home to a robust suite of digital products including our B2B digital commerce platform BEES, on-demand delivery services Ze Delivery and TaDa Delivery, and table top beer keg PerfectDraft.

We are an exceptional team, focused on understanding and supporting consumer and customer needs, harnessing new technology, and scaling growth opportunities.

What you'll do:

As a Customer Satisfaction Analyst, you will manage the Zero Failure Program, tracking operational failures and ensuring visibility across business units. You’ll ensure data quality, handle updates for new KPIs, and create dashboards and presentations. Collaborating with product and operations teams, you’ll address issues affecting customer satisfaction and drive initiatives to improve results. Join us and help shape our strategy with data-driven decisions to boost customer satisfaction!

Key Responsibilities:

• Act as the voice of the Zero Failure Program - a tool used to track operational failures, ensuring that all BUs and areas have appropriate visibility and are actively engaged.
• Own the Zero Failure Dashboard results: ensure data quality and manage changes for new KPIs.
• Responsible for data extraction and processing to create dashboards and presentations.
• Collaborate with product and operations teams to address issues impacting customer satisfaction.
• Track and implement initiatives to improve the app ratings on the Play Store and App Store.
• Ensure governance over other operational surveys.

Hard Skills:

• Strong understanding of reporting standards and data integrity.
• Project management skills with experience in handling cross-functional initiatives.
• Ability to lead and influence stakeholders across all levels of the organization.
• Understanding of different business areas, including product, logistics, finance, support, technology, and sales.
• Experience working with SQL/Python (recommended), Excel and Power Point.

Soft Skills:

• Customer-Centric: A passion for understanding the customer journey and advocating for their needs.
• Adaptable: Ability to thrive in a fast-paced environment and pivot when necessary.
• Excellent Communication Skills: Capable of simplifying complex data for clear and impactful reporting.
• Influence: A collaborative leader who can effectively work with and influence diverse stakeholders.

What We Offer:

• Performance based bonus*
• Attendance Bonus*
• Casual office and dress code
• Days off*
• Health, dental, and life insurance
• Discounts on Ambev products*
• School materials assurance
• Language and training platforms

Equal Opportunity & Affirmative Action:

AB InBev Growth Group is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other applicable legally protected characteristics.