Job Description

Role snapshot

Reports to

Primary business stakeholders are the GCC Mexico Contact Center Lead and the NA Lead of Consumer Advocacy & Social Listening.

Team leadership

Leads a team of 5 people and is responsible for setting direction, raising the quality bar, and ensuring proposals are backed by sound analysis before being socialized with the business.

Main purpose

Turn data into action, connect consumer and operational signals into one clear story, and support decision-making with practical recommendations and projected business impact.

Primary Responsibilities

·       Lead the Analytics, Social Listening & Consumer Insights function with a more senior lens, making sure the work is tied to brand priorities, consumer experience, category performance, contact center performance, and overall business strategy.

·       Own two main analytics branches. The first is Contact Center Analytics, including reporting, performance trends, service KPIs, channel behavior, root cause identification, opportunity sizing, and leadership-ready views of what is happening across voice, email, SMS, and social care operations. The second is Market and Consumer Insights, including social sentiment, brand engagement, ratings and reviews, share of conversation, trend tracking, competitive comparison, and signals coming from the market and digital ecosystem.

·       Lead a team of 5 people, ensuring clear priorities, strong analytical discipline, high-quality outputs, and development of the team’s ability to move from reporting to recommendation.

·       Make sure improvement ideas and proposals have real analytical foundations before they move forward, including validation of assumptions, triangulation of sources, impact logic, and clear rationale for why the recommendation should be implemented.

·       Translate large and complicated databases into practical insights, working confidently in environments with high data volume, multiple systems, different data structures, and end-to-end operational flows across transnational operations.

·       Connect data from tools such as Talkwalker, Salesforce, Sprout Social, Amazon Connect, Nichefire, Bazaarvoice, and other relevant platforms to build a fuller view of the consumer, the brand, and operational performance.

·       Build concise but strong business stories for stakeholders, with clear executive presentations that explain what is happening, why it matters, what action is recommended, and what level of business impact could be expected.

·       Partner closely with business leaders, operations, consumer advocacy, social listening, marketing, quality, digital, and cross-functional teams to align priorities and convert insight into decisions and action plans.

·       Develop recommendations supported by monetary projections when possible, including potential sales upside, cost reduction, productivity improvements, risk mitigation, reputational protection, or better allocation of resources.

·       Ensure insights are not left at dashboard level. This role is expected to challenge the business when needed, influence prioritization, and push for actions that can improve consumer satisfaction, brand health, and business results.

Location(s)

Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.