Consumer Relations NLP + Self-Service Analyst


September 14, 2021

Auto req ID: 248867BR
Job Description
As part of PepsiCo’s Global Insights team, the Consumer Relations function is transforming the way we interact and learn from consumers. We’re transforming to integrate this critical capability to answer key business questions and more intimately engage and learn from our consumers leveraging cutting edge digital technologies and a true human connection.
The NLP + Self-Service Support is responsible for:
Flawless entry and management of all North American public-facing knowledge across 3 languages, 2 regions and 100+ brands, 4,000+ products.
Management of real-time response to consumers to adjust the system based on intent and appropriate response.
The Candidate will:
  • Lead the set-up of self-service via NLP / Genesys.
  • Guides the continuous improvement of the consumer experience leveraging the tool
  • Establish workflows in the NLP around the most common reasons for contact to deflect live contacts & measure effectiveness.
  • Own continuous improvement around satisfaction as it relates to self-service
  • Suggest NLP adjustments that optimizes the system based on consumer feedback & brand priorities
  • Leverage measurements such as contact deferral, self-service success, consumer satisfaction, NPS, first contact resolution, and representative feedback to guide improvement
  • This role will use technology integrations and always-on listening and learning to remove the burden of information overload for the representatives.

  • Bachelor's degree required
  • UX / Design Expertise preferred
  • Attention to detail
  • Excellent communication, project management and strong interpersonal skills
  • Experience in Genesys or other AI tools preferred

Relocation Eligible: Not Eligible for Relocation
Job Type: Regular
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
PepsiCo is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity
Our Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Credit Reporting Act, and all other applicable laws, including but not limited to, San Francisco Police Code Sections 4901 - 4919, commonly referred to as the San Francisco Fair Chance Ordinance; and Chapter XVII, Article 9 of the Los Angeles Municipal Code, commonly referred to as the Fair Chance Initiative for Hiring Ordinance.
If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law & EEO is the Law Supplement documents. View PepsiCo EEO Policy
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