Worldpanel is the world’s leading data, insights, and consulting company, we shape the brands of tomorrow by better understanding people everywhere.

This is an incredible opportunity to be part of our exciting vision for the future!

Role’s Mission

The Panel Comm Analyst will initially report into the Data Collection Innovation lead whose mission is to support the launch of Worldpanel Go in France and Spain.

They are responsible for lead all aspects of user communications, supervise social media and app stores reviews, drive recruitment campaigns, and provide input to the project team on user requirements, challenges, etc..

Reasonable Adjustments

Kantar is committed to offering equal opportunities to all individuals including during the recruitment process. If you require any reasonable adjustments or assistance, please advise us in advance of your interview so that we can make the necessary arrangements.

Key Responsibilities:

• Timely responses to all users’ queries (expected to be via email at the start, but possibly quickly extending into social-media platforms)
• Daily check of app stores review, and timely answers to important ones (mainly negative reviews and questions)
• Monitoring of social media
• Coordination with the Tech team (Kauza) to source resolution of tech-related issues
• Coordination with the Product team to echo users concerns & wishes
• Analysis, categorisation and summary of users queries
• Building of a bank of frequent queries answers, templates, etc. – to help future automation
• Create and publish regular communications to the app users (to be defined with the DA Lead)
• Create and publish recruitment campaigns (to be defined with the DA lead)
• Conduct users satisfaction surveys
• Actively engaged with the Global DA Lead to input in, refine, and define the Users Community Management strategy

Success Measures:

• Timely responses to users’ queries (response time to be agreed)
• Efficiency of response mechanisms (putting in place templates, bank of frequent queries answers, etc.)
• Quality and professionalism of answers on public digital forums (app stores, social media, etc.)
• High level of interaction with local and global teams (Ops in France and Spain, Kauza Tech team, etc.)

Specialist skills, knowledge, and experience

• Fluency in English as a minimum, and at least notions of French and/or Spanish
• Proficiency in social media tools, sensitivity to digital trends and user expectations.
• Possess a real sense of initiative and strong writing skills.
• Creativity, responsiveness, sense of dialogue, and customer service.
• Ability to work independently and as part of a team, rigor, organization.
• Prior experience in the field of communication and social media, customer service, and/or communication would be beneficial

What's in it for you?

• Private health cover - option to extend to family.
• Meal vouchers
• Access to our 24/7 employee assistance programme (wellbeing platform)
• Volunteer Leave (2 days per year)
• Extra day off for your birthday
• Flexible benefit allowance (annual)
• Life assurance and income protection

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