Customer Experience (CX) Business Analyst

Company Overview

Swiss-based Aryzta is an international food business with a leading position in frozen B2B bakery business in Europe and APAC. Aryzta’s customer channels consist of grocery, convenience, quick service restaurants, bakeries and foodservice. Listed on the Swiss stock exchange, Aryzta employs around 9,200  people today, with revenues of EUR 1.525 bn in 2021. 

After a successful and planned, yet significant, restructuring of the group structure the business is now organized with Europe and APAC as geographic clusters.

ARYZTA Europe (EUR 1.284bn in 2021) has leading market positions in the bakery markets in Switzerland, Germany, France, Ireland, the UK, the Netherlands, Hungary, Poland, Denmark, Spain, Sweden, Romania and other European countries. 

The vision of Aryzta is to be the preferred partner for in store bakery solutions in three channels:

• Retail
• QSR
• Foodservice

To realize our vision the value proposition and promise to our customers is to deliver the gold standard for in store bake off solutions with focus on three categories:

• Bread Rolls & Artisan Loaves 
• Sweet Baked & Morning Goods
• Savoury & Other

The dimensions and key value drivers to deliver against the gold standard are:

• Being the best in Category Know How and Innovation - we want to be category captain
• Being the best in Customer Development
• Being the best in Channel Know How
• Being the best in Quality and Efficiency

In terms of Business Models, Aryzta operates through: 

1. Aryzta Bakery - servicing large retail customers
2. Aryzta QSR - servicing  Quick Service Restaurant chains and 
3. Aryzta Food Solutions  - servicing large numbers of individual customers mainly in foodservice

Customer Experience (CX) Business Analyst

ARYZTA offers an interesting and challenging position as Customer Experience (CX) Business Analyst. This is a permanent position and will report to the Head of Omni Channel competency centre.

Reports to:       Head of IT Competence Centre

Region:            Europe

Position Summary:

As CX Business Analyst you will work very closely with business users from all over Europe to define, document and implement best practice solutions. You will align and coordinate with external and internal developers to bring these solutions to life.

You will act as the primary point of contact between developers and the business stakeholders.

The role will work very closely with the Head of IT Demand Management to understand the requirements from the business.

You will function as first line support for issues arising in SAP Commerce Cloud and SAP Marketing cloud as part of daily operations.

Key elements of the role

• As CX Business Analyst you will help drive the delivery of initiatives within the Omni Channel functional areas utilizing primarily SAP Commerce Cloud and SAP Marketing Cloud.
• Help design, develop, and deliver enhancements in the form of specific projects and change requests.
• Gain an understanding of the existing ARYZTA CX processes, configuration, and enhancement points in place across our various divisions and being able to help in the support of these.
• Participate on multiple implementation and continuous improvement projects, including Help Definition of scope, based on workshops with business representatives and knowledge of existing core models.
• Leading build activities including configuration, investigation of enhancement points and definition of technical programming specifications etc.
• Defining and supervising build and test cycles and supporting training content material preparation.
• Leading cut-over planning and execution and providing initial high-attention post-live support.
• Compliance with ARYZTA documentation standards.
• Provide SAP Commerce Cloud expertise to respond to business requests.
• Provide Support to business teams in the resolution of complex support topics.
• Support user acceptance testing in both SAP Commerce Cloud and SAP Marketing Cloud
• Potential European travel to project locations

Required experience, skills and competencies:

• SAP Commerce Cloud experience is a must have
• Cross functional knowledge of integration to SAP ERP, S4 HANA, SAP Integration Suite (CPI)
• Very familiar with MS O365 and the usage of MS Teams
• Ideally familiar with Jira and Confluence
• Ideally multiyear experience in sales, call centre and e-commerce processes
• Must be adaptable and able to learn new skills and tools quickly.
• Must have strong outspoken customer service skills and advanced people skills.
• Strong analytical and problem-solving skills.
• Ability to deal with ambiguity, multiple priorities and stretch goals.
• SAP Marketing Cloud experience a distinct advantage
• SAP certification is a plus
• Languages: Excellent knowledge of English (German and/or French is a clear advantage)
• Good presentation, workshop management and documentation skills

Qualifications

• Minimum of bachelor’s degree in IT or related discipline.
• Desirable - SAP Customer Experience Suite certifications across any/all the modules but specifically SAP Commerce Cloud and SAP Marketing Cloud

Your Application

At ARYZTA our employees are our number one asset and one of our  key ingredients. If you are interested in applying for a position in ARYZTA please submit your complete application documents (CV and motivation letter).

We are looking forward to receiving your application on http://www.aryztacareers.com/

Each of our candidates throughout the world deserves to be treated with fairness, respect and dignity. 
We are an equal opportunity employer and committed to hiring, training, compensating, and promoting persons based on their individual talents and abilities. We embrace diversity and opportunities are extended to employees and prospective employees without regard to race, colour, gender, religion, age, natural origin, family status, veteran status, sexual orientation, disability, or any other criterion prohibited by applicable federal, state, local, or international laws.