Consumer Insights Analyst

Welcome to Haleon. We’re a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we’ve grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity. Our trusted portfolio of brands – including Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum® – lead in resilient and growing categories.

What sets us apart is our unique blend of deep human understanding and trusted science. Now it’s time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture.

Global Consumer Relations (GCR) is a fresh, innovative, multicultural and human-centred team that is proud with the ambition to support consumer to everyday health by exceeding their expectations during 1:1 conversation and building our colleague’s deep human understanding from every interaction. We want that no consumer’s story be left unheard. We take accountability to deliver results, we deeply understand our consumers, and we care and include.

We are accountable for two things: a) execution of the on-going consumer care services by collaborating with the third-party vendors and our internal stakeholders and b) creation of the new digital products and services to improve the productivity and effortless experience of consumers, colleagues, and consumer care agents.

Additionally, and as result of capturing the millions of consumers interaction that we handle each year, we have built over time an unprecedent asset in form of structure and unstructured data, which we are now beginning to unlock and effectively capitalize on, thanks to emerging technologies.

We are seeking an experience and dynamic Insights & Data Analyst to join our Global Consumer Relations (GCR) team and help us to take full advantage of our data assets to fulfill two main responsibilities.

• Proactive analysis of our rich consumer data to identify and communicate compelling patterns in consumer behaviors to GCR and partners.
• Provide relevant and actionable consumer insight reports to the business on regular basis and upon request.
• Amplify value of existing GCR data assets and products outside our team by promoting and encouraging their use across Marketing, R&D, Quality and other Haleon functions.
• Engage with our Haleon partners to identify new opportunities to deliver value through GCR data, such as creating new data products or data pipelines tailored to their specific data needs.
• Monitor GCR data product adoption across other functions, training and educating key partners to take full advantage of their value.
• Engage and develop partnerships with other Haleon’s Analytics team, identifying opportunities of collaboration.
• Develop experimental data collection initiatives to capture tailored insights informing critical Haleon initiatives.
• Develop framework to identify business changes driven by GCR consumer insights and measuring the resulting value.

• Formulation and continuous evolution of Consumer Relation’s Service Performance KPIs such as CES, Insights Value, CSAT, FCR, Response Time or CPC.
• Monitoring of Service Performance KPIs against targets, communicating significant deviations, investigating root cause and suggesting corrective actions.
• Attending regular business reviews and other forums to present insights and recommendation to drive improvements that elevate our service performance.
• Holding GCR members accountable for implementing agreed-upon changes based on insights.
• Develop an educational framework to elevate our team’s data literacy and their ability to independently and effectively leverage our data products and assets to enhance service…