Consumer Insights Analyst

Welcome to Haleon. Were a purpose-driven world-class consumer company putting everyday health in the hands of just three years since our launch weve 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 its 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.

About the role

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 colleagues deep human understanding from every interaction. We want that no consumers 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:

1. Build GCR credibility as source of consumer knowledge and insights that deliver tangible value to the Haleon organisation. This involves delivering relevant and actionable consumer insights that help other departments (e.g. Research & Development Marketing Sales Manufacturing) achieve on their objectives by knowing what matters the most to consumers. This responsibility includes accessing different tools with raw structured and unstructured data reporting tools and AI tools to create that knowledge and insights engaging and collaborating with other functions to generate and integrate knowledge about our Consumers into their processes and tools build new products tailored to their needs and educating them on maximising the use of existing GCR data products

2. Enhance our Consumer Care service through continuous improvement by equipping the GCR team with the analytical knowledge and tools to measure key service elements that matter most to our consumers identifying areas where we fall short of expectations or where there are opportunities to exceed them and providing the necessary insights to guide decision-making to ensure our teams efforts and resources are focused on initiatives that drive the most valuable improvement to our service.

The GCR Consumer Insights Analyst role reports to the GCR Product & Service Owner and works closely with the Consumer Success Managers who oversee the daily operations of our service as well as a team of outsourced data analysts and developers responsible for delivering our Analytics product priorities.

Main responsibilities

Generate relevant and actionable Voice of Consumer Insights and drive adoption of GCR data across Haleon organisation

• 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 Haleons 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.

Performance measurement of Global Consumer Relations Service

• Formulation and continuous evolution of Consumer Relations 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 teams data literacy and their ability to independently and effectively leverage our data products and assets to enhance service performance.
• Support Global Consumer Relations key initiatives with ad/hoc data analytic research.
• Continuous monitoring of metrics accuracy revamping those that become inaccurate or outdated.
• Perform benchmarking exercises against competitors and industry standards.

Experience and skills

• Consumer first mindset is a must.
• Proven experience as an Insights Analyst Market Research or in a similar role preferably within the Consumer Care sector.
• Demonstrated ability to develop metrics and dashboards that effectively measure service performance and drive informed business decisions.
• Exceptional skills in interpreting presenting storytelling and deriving strategic recommendations from datasets of varying complexity and ambiguity.
• Demonstrated expertise in SQL and other data manipulation & aggregation languages.
• Advanced proficiency in Power BI or similar data visualization tools.
• Experience with Salesforce Cloud Analytics is an advantage.
• Awareness of data protection and privacy regulations and policies.
• Strong problem-solving skills and the ability to think critically about data.
• Strong time management and organizational skills with the ability to work independently with minimal supervision.
• Ability to effectively collaborate with cross-functional departments.

Job Posting End Date

Equal Opportunities

Haleon are committed to mobilising our purpose in a way that represents the diverse consumers and communities who rely on our brands every day. It guides us in creating an inclusive culture where different backgrounds and views are valued and respected all in support of understanding and best serving the needs of our consumers and unleashing the full potential of our people. Its important to us that Haleon is a place where all our employees feel they truly belong.

During the application process we may ask you to share some personal information which is entirely voluntary. This information ensures we meet certain regulatory and reporting obligations and supports the development refinement and execution of our inclusion and belonging programmes that are open to all Haleon employees.

The personal information you provide will be kept confidential used only for legitimate business purposes and will never be used in making any employment decisions including hiring decisions.

Adjustment or Accommodations Request

If you require a reasonable adjustment or accommodation or other assistance to apply for a job at Haleon at any stage of the application process please let your recruiter know by providing them with a description of specific adjustments you are requesting. Well provide all reasonable adjustments to support you throughout the recruitment process and treat all information you provide us in confidence.

Note to candidates

The Haleon recruitment team will contact you using a Haleon email account (@). If you are not sure whether the email you received is from Haleon please get in touch.