Knowledge Management User Experience & Customer Success Analyst

Welcome to PepsiCo, a global leader in the food and beverage industry! We are looking for a highly motivated and customer-focused individual to join our Knowledge Management team as a User Experience & Customer Success Analyst. In this role, you will have the opportunity to shape the user experience of our knowledge management systems and ensure our customers have a seamless and efficient... experience. If you have a strong passion for customer success, a keen eye for user experience, and the ability to analyze and interpret data, we encourage you to apply for this exciting opportunity. Come be a part of our dynamic team and help us drive success for our customers at PepsiCo. Develop and maintain a deep understanding of PepsiCo's knowledge management systems and their functionality. Act as the main point of contact for all user experience and customer success related inquiries and issues. Collaborate with cross-functional teams to identify customer needs and provide solutions to enhance their experience. Conduct regular user experience audits and analyze data to identify areas for improvement. Develop and implement strategies to improve user engagement and satisfaction with knowledge management systems. Proactively identify and troubleshoot any technical issues related to user experience and customer success. Create and maintain user guides, manuals, and training materials to ensure customers have a clear understanding of the knowledge management systems. Monitor and report on key performance indicators related to user experience and customer success. Stay updated on industry trends and best practices in user experience and customer success to constantly improve and innovate our systems. Work closely with the IT team to test and implement new features and updates to the knowledge management systems. Provide training and support to internal teams on how to effectively use the knowledge management systems. Act as a liaison between customers and internal teams to advocate for the customer's needs and ensure their success. Continuously gather and analyze feedback from customers to identify opportunities for improvement and implement necessary changes. Collaborate with marketing and communications teams to develop and implement customer engagement strategies. Uphold PepsiCo's values and promote a positive and customer-centric culture within the team and the company. PepsiCo is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics