Segment Mgt Senior Analyst- Flex Location

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

The Customer Experience Senior Analyst is a hands-on role for a results-oriented, resourceful individual who is interested in uncovering insights that will drive global best-in-class digital and customer experiences.  Creative problem-solvers with strong analysis, dot-connecting and storytelling skills will thrive in this role.  You will design, execute, and manage all phases of research including design, sampling coordination, survey or guide development, programming, data analysis, reporting and presentation of results. The role is mix of hands-on end to end research execution and managing research executed by outside research vendor partners, using both traditional and agile research methods.  You will build relationships with UPS stakeholders and lead research that will uncover insights that help solve their key business issues. You will have opportunities to engage with and influence senior leadership. Finally, as part of a nimble and collaborative team you will manage multiple research workstreams that will help uncover, develop, and optimize successful products, services and programs that hold significant impact for both UPS and our customers.

Responsibilities

• Responsible for designing, executing, and managing multiple qualitative and quantitative customer experience research projects.  This includes projects conducted internally (sample management, survey design and programming, data collection, analysis, reporting and presentations) and projects executed through outside research vendor partners.
• Design surveys, program them in Qualtrics, analyze results in Excel, SPSS or other statistical software and develop visually appealing and persuasive reports/presentations that include impactful recommendations on what UPS should do because of what was learned.
• Identifies key information sources, assesses information quality, and understands and communicates limitations; relates and compares information from different sources; manages large amounts of data and appropriately applies data reduction and exploratory analysis techniques; makes logical assumptions; challenges own findings and documents process and outcomes; audits own analyses and determines their validity
• Demonstrates critical thinking and process mapping skills.  Able to write SQL/Python queries for use in Databricks and customer database platform.  Experience with Datawarehouse, DIAD Information Repository (DIR), InfoLibrary, Alteryx and Qualtrics is preferred.
• Manage market research vendor partners (includes research or brand intelligence platforms) which includes onboarding, and educating vendor partners on UPS business/business objectives and making sure project milestones are completed on time and on budget. Responds to vendor requests to facilitate process modifications and expedite problem resolution.
• Act as subject matter expert with respect to identifying the best research approach to solve key business issues and on socialization of key research findings.
• Employs strong project management skills involving multiple work streams with strong attention to detail
• Builds relationships cross functionally internally and externally to drive project execution and buy-in
• Vets new or agile research methodologies to increase speed to insight within the organization

Preferences

• Bachelor’s degree and 3-5 years of market research/insights experience preferably at a research supplier or agency or an advanced degree in Market Research, Statistics or Business and at least 3 years of market research experience
• Demonstrates strong written and verbal communication skills
• Experience and proficiency in survey software and analytical tools (e.g., Qualtrics, Decipher, SPSS, Power BI).
• Experience and proficiency with Microsoft Office tools (Excel, PowerPoint).
• Experience designing and managing multiple quantitative or qualitative research projects from inception to completion
• Experience developing visually appealing reports and presenting research findings to non-research audiences
• Experience with advanced analytical methods (i.e., Max/Diff, Conjoint, Regression, Cluster Analysis) desirable.
• Experience with SQL/Python queries for use in Databricks and customer database platform.

OTHER CRITERIA

Employer will not sponsor visas for position.

Job Grade- 20G

Last day to apply internally - 2/24/25 @ 11:59pm EST
 

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria:

Employer will sponsor visas for specific positions. 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.