Customer Transformation Analyst

Nestlé; Brampton; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

Join a leading company as a Customer Transformation Analyst where you'll drive digital transformation and process improvements in the Customer Supply Chain team. Your expertise in customer service and analytical skills will enable you to develop automation, create dashboards, and enhance operational effectiveness while enjoying a comprehensive benefits package and opportunities for professional growth.

Benefits

Health and Dental benefits

Company matched pension plan

Three weeks of vacation and five personal days

Flexible and hybrid work arrangements

Educational Assistance & Tuition Reimbursement

Qualifications

• 3+ years of Customer Service experience required.
• In-depth knowledge of SAP and other Nestlé systems.
• Ability to manage change and implement process improvements.

Responsibilities

• Lead digital transformation initiatives for Customer Services.
• Develop automation and create customer-specific dashboards.
• Conduct regular operational reviews to improve efficiencies.

Skills

Customer Service

Process improvement

Digital Transformation

Analytical skills

Problem solving

Education

University or College degree

Tools

SAP

Power BI

VBA

Qlikview

Job description

Job title: Customer Transformation Analyst

Location: North York, ON located at 25 Sheppard Ave W, North York, ON M2N 6S8; Hybrid

A little bit about us

While Nestlé is known for KitKat, Gerber, Nescafe, and Häagen-Dazs, our recipe for success comes down to one thing: our people. We strive to lead a people-focused culture that empowers employees to bring their authentic selves to work each day. There are 3,000+ members of Nestlé Canada celebrated for taking action using agility, courage, and trust to find solutions that benefit the business or greater good. We’re a team of changemakers, who are curious and challenge the status quo, that take risks that will help drive us forward. Our focus is not only on nourishing our customers, but also about enriching you. We know that empowerment leads to strong employee engagement, a great work culture, and motivated employees

Position Summary

The role involves leading the digital transformation of Canadian Customer Services by driving strategy and process improvements. As a Customer Transformation Analyst for the Customer Supply Chain team, you will gather business requirements, develop automation, and create customer-specific scorecards and dashboards. The objective is to enhance operational effectiveness by supporting initiatives that build analytical capabilities and maximize business results, including implementing Global Customer Experience solutions.

A day in the life of a Customer Transformation Analyst:

• The job requires liaison with all facets of the Nestlé Supply Chain (locally and globally), commercial functions (as required), and IT in order to drive operational effectiveness.
• Highly motivated individual that will drive all digital initiatives and understands the business environment.
• Process improvement through leading digitalization and automation initiatives, while keeping CSC informed on changes to technology and data (e.g. IT Cloud Services change, SAP COF Stories), and providing Zone representation for Canada with Customer Experience project statuses & wins.
• Drive digital, e-commerce, and automation initiatives while identifying opportunities to advance the digital.
• Lead the creation, enhancement, and maintenance of internal and external customer-specific scorecards/dashboards to support timely decision making. Engage with business team to elucidate business requirements, gain stakeholder alignment, and monitor tool adoption trends.
• Leverage technical skills and technology to drive process improvement initiatives.
• Support in integrations and acquisitions through ensuring delivery of key project KPI’s, seamless O2C transition and project timelines.
• Train digital solution users on how tools are developed and intended to be used, with active problem solving engaged when assessing if new user requests on functionality belong to an existing solution or require a new solution to be developed. Drive team to deliver insights and recommendations from understanding their needs and implementing change management strategies.
• Provide guidance and training to functional groups on various systems / utilities (RPAs, Power BI, Power Apps, Power Automate, Figma, Microsoft Azure, Snowflake).
• Drive continuous improvement by leading, coaching and participating in cross functional NCE/Lean projects.
• Support and develop solutions for CS related to Nestle Continuous Excellence.
• Continually challenge self and team on the status quo to improve decision making and problem solving through digitalization.
• Deliver effective business solutions on time (e.g. O2C, External Visibility, On Shelf Availability suite of dashboards).
• Conduct regular operational reviews to manage and monitor changes initiated to improve efficiencies.
• Continuously review / analyze data, and identify trends driving corrective action and modifying procedures as required to meet customer service objectives.
• Work with CS team to deliver value added propositions to our customers
• Active participation in CS continual improvement projects

What will make you successful?

• 3+ years of Customer Service experience. University or College degree or equivalent combination of education and experience.
• Supply Chain experience beneficial (principles and processes; knowledge of distribution, warehousing and logistics and assets
• In-depth knowledge of SAP and other Nestlé systems
• A thorough and working knowledge of the end-to-end order process is essential.
• Ability to manage change and implement process improvements
• Highly developed in MS Word, Excel, PowerPoint, Qlikview, Power BI, VBA
• In depth knowledge of SAP, BW, Trade Insight, Power BI, Qlikview are an asset.

We have a friendly, supportive team with a coaching and mentoring environment. There are real opportunities for future development and progression – this really could be a move towards the exciting finance career you’ve always wanted.

• Comprehensive total rewards benefits package including Health and Dental benefits that start on day one of employment
• Company matched pension plan
• Three weeks of Vacation and five personal days (Personal Paid Holidays)
• Flexible and hybrid work arrangements
• Excellent training and development programs as well as opportunities to grow within the company
• Access to Educational Assistance & Tuition Reimbursement
• Access to the Discount Company store with Nestlé, Nespresso, and Purina products (Located across various Nestle offices/sites)
• Additional discounts on a variety of products and services offered by our preferred vendors and partnerships

What you need to know

We will be considering applicants as they apply, so please don’t delay in submitting your application.

Nestlé Canada is an equal-opportunity employer committed to diversity, equity, inclusion, and accessibility. We welcome qualified applicants to bring their diverse and unique experiences as a result of their education, perspectives, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation and beliefs.

If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Nestlé will work with you in an effort to ensure that you are able to fully participate in the process

About the company

Nestlé SA is a Swiss multinational food and drink processing conglomerate corporation headquartered in Vevey, Vaud, Switzerland.

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