ANALYST, XCS

Panasonic (Matsushita Electric Industrial Co., Ltd.), one of the largest electronic companies in the world provides a wide range of products, from audiovisual and information/communication equipment to home appliances and components. We endeavor to become a "Customer Value Creation Company" that provides safety, security, comfort and convenience in line with our visions of contributing to a ubiquitous networking society and coexisting with the global environment.Currently we are seeking an XCS (Extreme Customer Satisfaction) Analyst, within the Panasonic Services and Technology Company, based at our North American Headquarters in Secaucus, NJ.Basic FunctionAs part of the XCS Division Center of Excellence (COE), develop and maintain operational reports, and conduct analysis and research to support the XCS Division?s project objectives.AccountabilitiesDevelops and maintains operational reports and scorecards on processes related to customer satisfaction and warranty claims.Works with analysts and managers in each operating area to create/enhance reporting templates, and produce reports at regular intervals.Identify specific customer needs and operational issues where Panasonic is missing or exceeding customers? expectations.Helps to create recommendations to improve performance as part of XCS transformation projects.Works to identify and report possible warranty claims fraud related activity.Researches and gathers XCS-related data from multiple PNA businesses.Analyzes data from multiple Panasonic sales companies and provides insights to XCS Division and sales company managers.Helps to implement common processes and methods for data collection, reporting, and analysis. Works with XCS Division managers on projects to assess CRM and service-related performance in all PNA businesses, and develop actionable recommendations.Supports development and ongoing updates to the XCS Division?s business model and benefits tracking effort.Supports Service Administration and Warranty Claims Departments.Provides back-up support as needed to ensure departmental goals are met.Basic QualificationsWorks closely with broad range of Panasonic employees to analyze company performance in support of XCS strategic goals.Education and Experience:Bachelor?s degree in business or relevant fieldAt least 2 years experience in the following areas:Analysis and research sales company performance in different call center, CRM, or marketing areas impacting customer satisfaction.Process design in a customer-focused operation.Customer/CRM transformation experience in at least one project lifecycle phases (e.g., analysis, solution design, implementation).Record of pro-activeness and successful execution against established goals.Good knowledge of database reporting packages.Key Competencies:Ability to work within aggressive project goals, managing upwards as necessary. Learning: Ability to perform sound analysis, with meaningful conclusions, on a broad range functional areas and supporting systems involving customer relationships and processes.Customer: An XCS mindset providing the ability to project, envision, and defend the customer?s point of view. (This includes internal PNA customers in sales and service as well as end-users).Customer: Strong knowledge of customer service and CRM processes across multiple channels (phone, web, field service, etc.); consulting experience a big plus.Excellent knowledge of database reporting packages (Cognos, Actuate, Business Objects, etc.) Microsoft Office software suite (Excel, Word, Powerpoint, Access, Outlook)Collaboration: Strong awareness of challenges/benefits of working across cultures.At Panasonic we offer competitive salaries and an excellent benefits package. We are an equal opportunity employer and maintain a drug-free workplace and perform pre-employment substance abuse testing. We are committed to creating a diverse work environment and proud to be an equal opportunity employer (m/f/d/v). Pre-employment drug testing may be required. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Corporation of North America. https://recruiter.kenexa.com/panasonic/cc/CCJobDetailAction.ss?command=CCViewDetail&ccid=bupJEdUjsTs%3D&job_REQUISITION_NUMBER=15175