Senior Manager - ESM Experience Analytics & Insights SME

The Enterprise Service Management (ESM) & Knowledge Management (KM) organization has been established to define, implement and manage Service Excellence as well as Experience Excellence, supported by a strong Knowledge and Content Management discipline, across PepsiCo enterprise.

From the organizational perspective ESM & KM is part of the Strategy and Transformation (S&T) organization but its remit goes beyond S&T, i.e. across all organizations providing internal services within Pepsico.

The Experience Analytics & Insights SME for Enterprise Service Management (ESM) COE team works with key partners & stakeholders across PepsiCo to establish a solid employee experience analytics and insights discipline, across the various employee engagement channels and across all employee personas.

The role, which is part of the newly created Experience Excellence organization in ESM, is not only a foundational pillar of ESM but is also the core of the Digital Employee Experience (dEEX) across the enterprise.

Digital Employee Experience (dEEX) is a broad initiative established in PepsiCo to transform how people interact with their workplace digital tools, allowing them to be engaged, proficient, and productive. In PepsiCo both office and frontline employees must use technology to do their jobs and hence dEEX is key to the overall employee experience.

Focus of this role is to support the analytics and insights lead in operationalizing the collection, analysis and interpretation of the employee experience data as the employees interact with the digital platforms.

He/She would be expected to participate in the process of defining the scope and solution for collecting and reporting on digital employee experience analytics. The data obtained will be leveraged for user journey mapping and creating in-app experiences that realizes a consumer-grade experience for PepsiCo associates.

The SME is expected to participate in contributing to the journey maps and deliver the insights that would be useful for the product owners across the platform.

• Support the definition of goals and objectives of the Experience Analytics team, aligned with the dEEX ones and execute to achieve the expected business outcomes.
• Execute the report out of the established set of key metrics and KPIs for user behaviors measurements through different engagement channels and through different data sources: ensure both quantitative data (e.g. page views, bounce rates, etc.) and qualitative data (e.g. user feedback, surveys, usability testing, etc.) are included.
• Support the analytics lead with the business ownership of the experience analytics technologies (e.g. FullStory, Happy Signals); ensure alignment with data collection requirements.
• Define and implement user data collection methods in collaboration with the IT teams, across the various data sources (e.g. ServiceNow, WalkMe) and across all the employee engagement channels (i.e. web portal, mobile, chat, chatbot, phone, IVR, helpdesk, etc.).
• Analyze and interpret the collected data, using structured methods and frameworks to correlate user data and behaviors. Synthesize quantitative and qualitative data to identify patterns, trends, and areas for improvement.
• Combine qualitative and quantitative metrics for a holistic view. Analyze metrics with behavioral data or user feedback, leverage user journey maps for the various personas, user segmentation, sentiment analysis, etc. to derive meaningful conclusions.
• Work with Service owners and content owners in the business to derive meaningful insights from collected data..
• Comply with regulatory guidelines (e.g. SOC, GDPR, etc.) and ensure privacy and ethical considerations are taken into account, balancing detailed user data collection with privacy concerns.
• Derive insight from conversational analytics, from user interactions and sentiments during voice or text-based conversations.
• Partner with Enterprise and Business architects, business analysts and Business partners to identify requirements & solutions to support user experience analytics and insights capabilities.
• Continuously monitor and analyze employee feedback and data to identify areas for improvement and optimize the feedback collection methods.
• Provide training and support to Pepsico Service delivery teams on best practices for delivering exceptional insights about users behaviors.
• Create and follow a calendarized approach of providing the insights to the identified stakeholder.
• Stay up to date with industry trends and emerging technologies to drive innovation and enhance our experience analytics and insights service offerings.
• Present strategy, recommendations and solutions clearly and concisely and focus on key points to portray the intended message or purpose
• Advocate and drive adoption of defined operating principles and best practices to ensure standardization of service delivery across the enterprise
• Apply strategic and analytic thinking in order to define practical solutions that align with Enterprise Service Management strategy
• Effectively manage priorities, deliverables and timelines with little need for escalation
• Support the business functions in implementing the ServiceNow features and functionalities through the functional releases, as per agreed roadmap.

• 8 to 10 years experience in relevant roles such as Service design, Experience design, Service delivery, business architecture, or Process design with 3 to 5 years experience specifically in designing, configuring, or implementing ServiceNow
• Deep knowledge of analytics tools like fullstory, happy signals and service now analytics is preferred.
• Knowledge of leveraging multiple tools to create cumulated required reports and dashboards.
• Broad knowledge of storytelling and how it can be used to drive insights from the metrics.
• Broad experience with digital transformation initiatives at the enterprise level, across multiple functions
• Broad experience with user behavioral data (both qualitative and quantitative), analytics and insights
• Deep knowledge of Experience Analytics & Insights technologies, tools for surveys and for collecting customer feedback
• Deep knowledge of qualitative methods for UX analysis (e.g. usability testing, focus groups engagement, etc.)
• Experience with Design thinking methods and UX design
• Experience applying strategic frameworks to analyze complex business challenges
• Ability to make business recommendations and successfully implement them across an organization
• Ability to gain support for new ideas and align stakeholders. Organizational change Management experience is a plus
• Prior experience in management, and in digital transformation consulting
• Bachelors degree required, master degree preferred
• Exceptional communication skills, written skills, and business acumen
• Knowledge of Lean Six Sigma, or similar methodologies, a plus
• Experience in implementation, configuration, or support of ServiceNow especially for intranets and complex service portals
• Experience working on global projects or implementations
• Exceptional communication skills. Proficiency in English language
• Ability to work collaboratively and proactively with multi-functional teams
• Effectively manage priorities, deliverables, and timelines with little need for escalation.