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Job Information

3M Customer Experience Analytics Lead in Maplewood, Minnesota

Job Description:

Collaborate with Innovative 3Mers Around the World

Choosing where to start and grow your career has a major impact on your professional and personal life, so it’s equally important you know that the company that you choose to work at, and its leaders, will support and guide you. With a diversity of people, global locations, technologies and products, 3M is a place where you can collaborate with 93,000 other curious, creative 3Mers.

“For more than 30 years at 3M, I’ve seen firsthand how it’s a place where curious, creative and collaborative people thrive and build a rewarding career. As a leader in this company, my goal is to ensure each 3Mer sees and feels the positive impact we’re making around the world” – Mike Roman, chief executive officer and chairman, 3M

This position provides an opportunity to transition from other private, public, government or military environments to a 3M career.

The Impact You’ll Make in this Role

As a Customer Experience Analytics Lead, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:

Defining, maintaining and monitoring global CX reporting, crafting business group-specific and area / region / country-specific lenses on the customer experience data and feedback captured in Medallia.

  • Identifying and surfacing trends and correlations between our customer feedback and key operational metrics to build understanding of customer behaviors by advocacy levels.

  • Auditing the quality of data and metrics gathered and curating reports that identify and elevate trends to the CX Council and Steering Committee leaders

  • Coordinating with CX Office colleagues to design, plan and execute continuous improvements to reports:

  • Refine approach for reporting and define Medallia and analytics enhancements

  • Assess impact of changing business requirements to existing reporting platform functionality, identify enhancements needed, and determine costs and resources required for implementation

  • Determine Medallia reports required to execute operations and improvement programs efficiently

  • Establishing internal relationships with 3M business and functional leaders across the globe to assess where business group and area-specific insights can impact customer experience and to understand business and analytical needs:

  • Collaborate with business group and functional leads to design and implement reports that help them drive their business

  • Direct the execution of business analytics projects of significant size, complexity and business relevance

  • Help implement change by working with CX Hub and dedicated teams on project execution from a reporting and analytics perspective

Your Skills and Expertise

To set you up for success in this role from day one, 3M requires (at a minimum) the following qualifications:

  • Bachelor’s degree or higher (completed and verified prior to start) from an accredited institution

  • Five (5) combined years experience in analytics and/or project management in a private, public, government or military environment

Additional qualifications that could help you succeed even further in this role include:

  • Master's degree in technology, business, economics, marketing, operations, engineering

  • Three years of Customer Experience analytics or project management experience in a private, public, government or military environment

  • Skills include familiarity with Medallia (or similar) customer experience platform and the Net Promoter System methodology

Travel: May include up to 10% domestic/international

Relocation Assistance: May be authorized

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Supporting Your Well-being

3M offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope.

Resources for You

For more details on what happens before, during and after the interview process, check out the Insights for Candidates page at 3M.com/careers.

Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Twitter @3M.

Responsibilities of this position include that corporate policies, procedures and security standards are complied with while performing assigned duties.

3M is an equal opportunity employer. 3M will not discriminate against any applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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At 3M we apply science in collaborative ways to improve lives daily as our employees connect with customers all around the world. Learn more about 3M's creative solutions to global challenges at www.3M.com (http://www.3m.com/) or on Twitter @3M or @3MNews.

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