Customer Experience Analyst

LOCATION:                  Westchester, IL / Mississauga, ON / Bridgewater, NJ

REPORTS TO:              Director, Customer Success – Industrial & Customer Experience F&II USCAN

Company Background:

Ingredion is a Fortune 500 provider of ingredient solutions that helps nourish, comfort, sustain, and delight people around the world. Ingredion’s wide range of ingredient solutions is strategically designed to address changing consumer trends and preferences. Our specialty portfolio includes starch-based texturizers, clean and simple ingredients, plant-based proteins, sugar reduction and specialty sweeteners, and food systems. Our innovative ingredient solutions are used by consumers in everyday products, from foods and beverages to paper and pharmaceuticals. And we do it all in a planet-friendly sustainable manner.

We bring the potential of people, nature and technology together to make life better.

That’s our purpose. We are all IN to make life better!

Every day, Ingredion employees bring their skills, creativity, and passion together to deliver ingredient solutions that enhance people’s lives. We are innovators who combine the power of technology with the best of nature to delight our customers and consumers. We hold ourselves to the highest standards in ethics, safety, quality and sustainability. Unlocking the potential of people, nature and technology to make life better is what drives us in every aspect of our business.

If you are interested in making life better, we are all IN to learn more about you! A bit about what you can expect from the employee experience at Ingredion:

The chance to make a difference

No matter where you work in the company, you’ll have an opportunity to make life better… for our colleagues, customers, communities, and the world.

Passionate people, motivated to excel

Our highly talented people have a passion for learning and achievement and are driven by our inspiring purpose to make life better and our core values: Care First, Be Preferred, Everyone Belongs, Innovate Boldly, and Owner’s Mindset.

A warm, welcoming environment

At Ingredion, everyone belongs! We embrace diversity and foster an inclusive work environment where individuals feel supported and enabled to contribute their very best every day.

A place where you can grow personally and professionally

We believe everyone has great potential, and we strive to nurture that potential into great personal and professional achievements.

An environment that enables innovation and collaboration

We are creating the conditions that inspire and enable innovation - in our products and services, as well as in how we do our work day-to-day.

Customer Experience Analyst is responsible for internal and external follow-up and support related to Customer Experience (CX) Surveys, management reporting, Salesforce.com engagement and contact management as well as other initiatives related to ensuring a positive experience for our customers.

Core Responsibilities:

• Local CX Bulletin: Create the monthly strategic newsletter with relevant insights for decision making and strategy definition.
• Leads Customer Journey Mapping: Map the customer journey and the CX cycle to identify pain points based on customer feedback.
• Active VOC (Voice of Customer): Summarize customer feedback for decisions and strategy. The customer is our guide.
• Response Rate: Collaborate with management and sales on tactics to increase the response rate to the monthly NPS (Net Promoter Score) survey and use customer feedback to drive improvement actions.
• Leveraging Salesforce.com: Collaborate with internal SFDC community on enhancements and automation. The CX transformation plan including pilots, communication, engagement, approach on ways of working, metrics and dashboards.
• Omnichannel Tools: Creation of tools to bring CX beyond NPS and strengthen the customer-focused mentality based on strategic data and insights, such as: Qualtrics, PBI, AI, Zendesk, Walker and others.
• Sharing Success Cases: Highlight Success Cases to leverage learnings across the region and with other customer opportunities. Promote a fertile business hunting culture and celebrate wins to achieve the GROWTH expected.
• Loyalty Program: Collaborate with management to design a customer loyalty program.
• CX Ambassador Program: TBD
• Quickly adopt new tools and/or new process innovation within the Customer Service & Customer Experience department.
• Demonstrate Agility and Empathy during the customer journey, supporting internal teams with accurate and timely information and analyses.
• Display a sense of urgency re