Senior Customer Journey & Process Specialist

BMW is hiring a Senior Customer Journey & Process Specialist.

Employer: BMW of North America, LLC

Job Title: Senior Customer Journey & Process Specialist

Location: Woodcliff Lake, NJ

Offered Wage: $147,014.00/year

WHAT AWAITS YOU.

Duties:

• Lead implementation projects connecting customer journeys linking online and offline data with an effort to identify opportunities to connect customer data across the entire customer journey.
• Coordinate with vendors and cross-functional stakeholders (C-Function, Marketing, Sales, Aftersales) to deliver dashboards, reports and platform enhancements.
• Integrate with enterprise platforms including Adobe Analytics, AWS Athena, AWS Redshift, and CDH, to unify customer journey analytics using distributed computing concepts like HDFS.
• Maintain data governance and quality.
• Establish data pipelines and handle ETL/ELT workflows, data modeling, and cloud storage optimization using Hadoop or Spark.
• Architect tables and system design in AWS cloud platforms using Python/PHP scripting languages for reporting and executive buy-ins.
• Analyze digital data in Adobe Analytics, Google Analytics, DMPs, CDP and attribution tools to deliver actionable reports across the organization.
• Develop advanced SQL scripts and queries to analyze and optimize customer experience data and deliver reporting on data quality, business insights and health metrics.
• Oversee data pipeline architecture and development of Tableau dashboards using LOD expressions, parameter actions, and performance optimization to translate complex datasets into visualizations.
• Implement QMS ISO 9001 certification processes including workflow setup, documentation, and reporting.
• Manage SAPdriven procurement processes including contracting, purchase requisition, invoicing, and vendor lifecycle management. Lead and manage media analysis to bridge gaps between media and marketing KPIs using Meta Advanced Analytics database and Acts Manager. Apply statistical methods and modeling techniques to large scale sales and marketing datasets, and design approaches to represent KPIs to capture customer demand signals and generate insights.
• Build proofs of concept to analyze media performance and apply attribution frameworks to optimize channel investment and marketing ROI.
• Manage Liveramp partnership, and architect and evangelize the transformational use data onboarding for 1st, 2nd, and 3rd party data usage and audience management throughout the organization.
• Hybrid role -3 days in office/ 2 days remote.

Education and Experience Requirements:

• Master's degree in Information Systems, Business, Communications or related field (willing to accept foreign education equivalent) plus five (5) years of experience as a Senior Customer Journey & Process Specialist, Customer Data Analyst, or related occupation leading, building, and executing data analytics frameworks or, alternatively, a Bachelor's degree in Information Systems, Business, Communications or related field (willing to accept foreign education equivalent) plus seven (7) years of experience as a Senior Customer Journey & Process Specialist, Customer Data Analyst, or related occupation leading, building, and executing data analytics frameworks.
• Experience must include (quantitative experience requirements not applicable to this section unless otherwise stated): Writing and building advanced optimized SQL queries on large datasets using AWS Redshift and Athena, and integrating Tableau with multiple data sources;
• Integrating Tableau Server and Desktop using advanced calculations, LOD expressions, parameter actions, and performance optimization to translate complex data into dashboards;
• Utilizing AWS cloud platforms and Python or PHP scripting languages to extract, transform, design, and analyze large datasets, architecting tables and system design, delivering actionable insights to drive business decisions;
• Implementing and handling Quality Management Systems (QMS) aligned with ISO 9001 or equivalent standards to lead audit processes;
• Using LiveRamp or other ID resolution tools like CDP for stitching customer journeys, linking online, and offline data sets from multiple sources, data segmentation, and architecture setup for 1st, 2nd, and 3rd party data usage;
• Conducting customer journey analysis and using statistical modeling techniques to evaluate channel performance and optimization using attribution concepts including First-touch, Lasttouch and Multi-touch (MTA), and Media Mix Modeling (MMM); and utilizing SAP for end-to-end procurement activities including contract management and purchasing processes including requisition creation, purchase order management, and vendor contract lifecycle tracking.
• Required Certification: Adobe Data Analysis with Reports and Analytics certification.

What you can look forward to.

• Medical, Dental, and Vision insurance
• 401(k) with Company match and Retirement Income Account
• Employee vehicle program
• Bonus eligibility
• Paid Parental Leave
• Generous PTO and Company paid holidays
• Voluntary Benefits to fit your needs

BMW in the United States is an equal opportunity employer. It is the policy of BMW Group in the United States to provide equal employment opportunity (EEO) to all qualified persons regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Even more so than the generous compensation and benefits, the culture and values of BMW Group makes it the ultimate working environment. These values are Responsibility, Appreciation, Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business.

All candidates considered for an offer of employment are subject to the satisfactory completion of a background investigation. Background investigations consist of verification of education, prior employment, credit history, criminal history, references, Division of Motor Vehicle history, and pre-employment drug screen to the extent permissible under applicable state law.