self- Service specialistNestle AG

Job Description
Position Snapshot
Location: Meycauayan, Bulacan, PH / Rockwell, Makati, PH
Company: Nestl Business Services AOA, Inc.
Full-time
Position Summary
Joining Nestl means you are joining the largest food and beverage company in the world. At our very core, we are a human environment - passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.
Our Team in Nestl Business Services is in charge of delivering world class business support to our colleagues and clients in Nestl globally. We are committed to deliver with passion, reliability, innovation, discipline, and excellence. Are you ready to join us
A day in the life of...
A self-service consumer engagement specialist plays a vital role in optimizing self-service channels, improving consumer satisfaction, and driving efficient and effective consumer interactions. Their focus on personalization, content optimization, and continuous improvement ensures that consumers can access the information and support they need, while reducing the burden on traditional support channels.
Self-service channel maintenance: the specialist identifies, implements, and maintain self-service channels such as Chatbots, knowledge bases, FAQs, self-help portals.
Content adaptation and optimization: the specialist adapts consumer-facing content, including knowledge articles, FAQs, tutorials, and usage of instructional videos. They ensure that the content is easily accessible, searchable, and up to date. Optimization techniques like SEO (Search Engine Optimization) may also be employed to improve content discoverability.
User journey mapping: The specialist maps out the consumer journey across self-service channels to identify pain points and areas for improvement. They create intuitive navigation paths and workflows that guide consumers toward successful outcomes while minimizing frustration.
Personalization and customization: To enhance consumer engagement, the specialist employs personalization techniques. They use consumer data and preferences to deliver tailored experiences, recommend relevant content, and provide proactive assistance based on consumer behavior and historical interactions.
Performance tracking and analytics: The specialist monitors and analyzes key metrics related to self-service channels, such as usage rates, engagement levels, issue resolution times, and consumer satisfaction. They use this data to identify trends, optimize the self-service experience, and uncover opportunities for improvement.
Consumer feedback management: The specialist actively gathers and analyzes consumer feedback regarding self-service channels. They leverage feedback mechanisms such as surveys, ratings, and reviews to understand consumer preferences, identify pain points, and iterate on the self-service strategy accordingly.
Collaboration with cross-functional teams: The self-service consumer engagement specialist collaborates with various teams, including UX designers, content creators, developers, and customer support representatives. They work together to align self-service initiatives with overall business goals and ensure a consistent consumer experience across channels.
What will make you successful
1. Bachelor's Degree Holder. Equivalent combination of education, experience , training, or certification may be considered in lieu of degree
2. 3+ years of experience working in Consumer Insights or research agency. Experience working with qualitative and quantitative research methodologies and techniques. Ability to blend qualitative and quantitative approaches to provide a comprehensive understanding of data
3. Proficiency in social listening and analytics tools (ideally Talkwalker, Synthesio, Sprinklr or similar). Experience working with SEO tools like SEMrush, Similar Web is a plus
4. Demonstrated proficiency using advanced Boolean logic operators and search syntax in constructing effective search queries. Ability to combine and manipulate operators to refine, narrow down the search, as well as use them to segment and filter data based on specific criteria.
5. Experience working with integrated data sets and cross-platform data analysis to identify patterns, correlations, and trends across multiple data sources
6. Strong verbal, story-telling and writing skills, with an ability to develop and present data-driven analysis to non-technical audiences
7. Proficiency in Microsoft Office suite, Google suite knowledge of Power BI or similar data visualization tools
8. Advanced English
We are Nestl, the largest food and beverage company. We are 308,000 employees strong driven by the purpose of enhancing the quality of life and contributing to a healthier future. Our values are rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for our future. With more than CHF 91.4billion sales in 2018, we have an expansive presence with 413factories in more than 85countries. We believe our people are our most important asset, so we'll offer you a dynamic inclusive international working environment with many opportunities across different businesses, functions and geographies, working with diverse teams and cultures. Want to learn more Visit us at www.nestle.com.