Knowledge Management User Experience & Customer Success Analyst

Overview
For this position we will also hire from Chicago, Sao Paolo, Mexico City, Johannesburg, Cairo, Gurgaon India, Spain, Warsaw Poland,Dublin UK.
We are on the lookout for a passionate and innovative User Experience Specialist to join our dynamic team. You will be working on our internal global Knowledge Management system, 'Ask Ada', which is already being used by over 10,000 employees across the business. The role will be pivotal in identifying areas for User Experience improvements and translating key use cases into accessing the core value of the platform.
As the ideal candidate, you will oversee the user lifecycle and translate user benefits into actionable product roadmap requirements. This role requires a strong foundation in analytical problem-solving, experience in UX visualization, and a technical and creative mindset to bring these solutions to life.
Responsibilities

• User Training & Engagement:

You will manage the end-to-end user journey, from onboarding to full user adoption. This includes analyzing user behaviors and needs to enhance their experience within the product and grow usability across the business. You will own the program to support our Ask Ada community and develop training materials and user guides to help employees effectively use the platform.

• User Feedback and Improvement Suggestions:

You will act as a bridge between users and the development or product team, collecting user feedback, suggestions, and complaints. This information will be used for system improvements and enhancements, advocating for user needs.

• Documentation and Knowledge Base:

You will create and maintain comprehensive documentation, FAQs, or knowledge base articles to address common user queries and issues. This serves as a resource for users to self-serve when encountering similar challenges. You will write briefs with clear specs on the development required, aligning first within our core team to present to our vendor

• Data Analysis and Reporting:

You will utilize analytical tools to extract, manipulate, and interpret data. You will create and maintain dashboards for reporting key metrics, providing insights to guide product decisions.

• Platform Improvements:

You will work closely with the product development team to prioritize features, enhancements, and improvements based on user feedback, industry trends, and market research. You will also plan and conduct usability testing sessions to evaluate the effectiveness of the platform's design and make data-driven improvements to the UX.
Qualifications
Bachelor's degree in human or User Understanding - Such as Consumer Insights or User Experience Design , or job experience in the equivalent. {2-5 years of experience}
Should also have experience with technical platforms - such as Digital marketing, Human-Computer Interaction, or working in the Tech industry.
Technical Skills

• Proficiency in MS Excel, data analysis and reporting.
• Qualitative Data, Qualitative Analysis, User Interviews, Qualitative & Quantitative Research Methodologies, User Experience (UX) • User-centered Design • User Personas • Qualitative Research
• It is a plus if the person has knowledge in UX design tools

Experience

• Prior experience in training, user support or customer service roles
• Researching consumer/user needs, and translating potential solutions to developers or R&D.
• Working with product marketing teams to translate technical product language into user benefits
• Plus, if you have experience with Knowledge Management or intranet platforms,
• Any additional language besides English it is a plus

Differentiating Competencies Required

• You should be organized and structured with a strong analytical skill, understanding of user-centered design principles and best practices
• You should be resilient with a high tolerance for ambiguity and a dynamic, changeable environment. An understanding and appreciation for working within an agile project management timeline, adhering to product sprint delivery timelines is required.
• Excellent communication and collaboration skills are a must, along with the ability to work independently and as part of a team, coordinating complex projects and elevating when needed

Compensation and Benefits:

• The expected compensation range for this position is between $56,900 - $95,300 based on a full-time schedule.
• Location, confirmed job-related skills and experience will be considered in setting actual starting salary
• Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement.
• In addition to salary, PepsiCo offers a comprehensive benefits package to support our employees and their families, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan.

EEO Statement
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
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.
Please view our Pay Transparency Statement.