Knowledge Management User Experience & Customer Success Analyst
Are you passionate about delivering exceptional user experiences and driving customer success? Do you have a strong background in knowledge management and a knack for data analysis? Then we may have the perfect opportunity for you! Join our dynamic team at PepsiCo as a Knowledge Management User Experience & Customer Success Analyst. In this role, you will play a key role in ensuring our customers have a seamless and satisfying experience while utilizing our knowledge management systems. We are looking for a highly skilled and motivated individual who can combine technical expertise with a customer-centric approach to drive success for our brand. If you have a love for problem-solving, excellent communication skills, and a drive to continuously improve processes, apply now!
- Develop and maintain a deep understanding of our knowledge management systems, processes, and tools to effectively analyze and improve the user experience for our customers.
- Collaborate with cross-functional teams to identify and resolve customer pain points and enhance the overall user experience.
- Conduct data analysis and research to identify trends and insights that will inform decision-making and drive continuous improvement in our knowledge management systems.
- Act as a subject matter expert and provide guidance and support to internal teams on best practices for utilizing our knowledge management systems.
- Monitor and track user feedback and metrics to identify areas for improvement and make recommendations for enhancing the customer experience.
- Develop and implement strategies to effectively communicate updates and changes to our knowledge management systems to both internal teams and customers.
- Identify and implement opportunities to streamline processes and improve the efficiency and effectiveness of our knowledge management systems.
- Stay up-to-date with industry trends and advancements in knowledge management and customer experience to continuously improve our systems and processes.
- Provide training and support to internal teams on how to utilize our knowledge management systems effectively to drive customer success.
- Serve as a customer advocate and proactively address any issues or concerns to ensure a positive and seamless user experience.
Knowledge Management Expertise: The Candidate Should Possess In-Depth Knowledge And Experience In Various Knowledge Management Systems And Tools, Including Content Management Systems, Database Management, And Knowledge Sharing Platforms.
User Experience Design: Strong Understanding Of User-Centered Design Principles And Experience In Conducting User Research And Usability Testing To Enhance The User Experience Of Knowledge Management Tools And Platforms.
Customer Success Orientation: The Candidate Should Have A Customer-Centric Mindset And A Proven Track Record Of Driving Customer Success By Analyzing Customer Needs, Identifying Pain Points, And Implementing Solutions To Improve Their Experience.
Analytical Skills: Proficiency In Data Analysis, Data Visualization, And Reporting To Measure The Effectiveness Of Knowledge Management Initiatives And Make Data-Driven Decisions To Improve User Experience And Customer Success.
Communication And Collaboration: Excellent Communication And Interpersonal Skills To Effectively Collaborate With Cross-Functional Teams, Including It, Customer Service, And Marketing, To Gather Requirements, Develop Solutions, And Ensure Successful Implementation Of Knowledge Management Initiatives.
Project Management
Data Analysis
Information architecture
User Experience Design
User Research
Customer engagement
User testing
Problem-Solving
Stakeholder management
Content curation
User Training
Communication
Conflict Resolution
Leadership
Time management
Interpersonal Skills
creativity
Critical thinking
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Knowledge Management User Experience & Customer Success Analyst in Plano, TX, USA is $70,000 - $100,000 per year. Salaries may vary depending on the specific company, industry, and level of experience.
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PepsiCo, Inc. engages in the manufacturing, marketing, distribution, and sale of beverages, foods, and snacks. It is a food and beverage company with a complementary portfolio of brands, including Frito-Lay, Gatorade, Pepsi-Cola, Quaker and Tropicana. It operates through the following segments: Frito-Lay North America; Quaker Foods North America; North America Beverages; Latin America; Europe Sub-Saharan Africa; and Asia, Middle East, and North Africa.
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