Job description
Job Summary
The Experience Strategy Senior Analyst develops and manages customer technology applications and assists in the development and execution of marketing strategy. This role monitors the performance of UPS customer technology products in an effort to identify enhancement opportunities. This position supervises specialists.
Responsibilities
- Assists workgroup to develop research objectives and design
- Participates in cross-functional meetings to discuss the planning, execution and progress of market research projects
- Collaborates with workgroup to establish action plans based on customer and/or third party research to develop or enhance customer technology applications
- Works with management team to write product plans outlining product strategy, competitive analysis, business landscape, and implementation plans
- Maintains subject matter expertise of customer technology applications to provide accurate and useful information to internal stakeholders
- Responds to inquiries from customers and stakeholders concerning customer technology applications to facilitate understanding and ensure customer satisfaction
- Works with management team to develop marketing strategy for customer technology applications
- Discusses product strategy with stakeholders to gain support for product enhancements and obtain input for potential strategy revision
- Conducts pilot tests to ensure the products work as designed
- Participates in user acceptance testing activities to understand the performance and impact on the organization and customers
Preferences
- Familiar with primary information sources relevant to assigned area; utilizes computer-based analytical and information management tools in order to perform routine analysis; documents approach and findings
- Identifies key factors behind basic problems and proposes approaches to resolve the issues; investigates and diagnoses anomalies in routine business results
- Demonstrates a basic understanding of products, services, and customer facing technology solutions offered by UPS along with their features and business applications; describes general customer profiles targeted by the company
- Understands competitor’s tactics, product/service offerings, and strategies; translates competitor performance and actions into implications for UPS
- Familiar with the primary customer business processes in which UPS solutions are most frequently applied (e.g., order management, shipping, receiving, returns, accounts receivable and accounts payable
- Possesses deep understanding of at least one product category including primary customers, seasonal variation in usage, planning requirements throughout the year, etc.; provides product feature and specification information to others
- Demonstrates understanding of the phases of the New Product/Customer Facing Technology Development process (e.g., concepts, evaluation, and build) and the responsibilities of each; uncovers sources of customer, segment, or competitive information and insights to support concept evaluation; investigates business practices and trends that may impact the attractiveness and viability of concepts
- Demonstrates understanding of the role of promotions in demand generation; demonstrates understanding of the broad range of promotional alternatives available and develops a promotional plan using prescribed process
- Displays familiarity with the UPS market planning process; assembles and interprets components of the situational assessment
- Demonstrates an understanding of basic financial terminology and concepts such as cash flows, operating profit/loss, net income and conducts financial analyses
- Strong communication skills in order to provide executive updates and lead training calls
- Comfortable with business and financial modeling for projecting project goals and expenses as well as developing business cases
- Strong organization skills required to structure execution plans and hold internal and external partners accountable for development and deployment of solutions and enhancements
UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law
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