Customer Technology Marketing Analyst (Corp.)

Job Summary

The Customer Technology Marketing Analyst is responsible for supporting his/her workgroup by gathering information and performing analyses used to market and assess the performance of UPS products and services. He or she actively participates in market research, product management, and assists in the development and execution of market strategy. 

Other Duties

Participates in Product/Program Management Activities 

• Maintains subject matter expertise of customer technology applications/ programs to provide accurate and useful information to internal stakeholders.
• Gathers and verifies information to respond to routine inquiries from internal stakeholders (e.g., BD, CSCs, Information Systems), address issues, and support product positioning.
• Maintains documentation of internal and external product inquiries (e.g., technology product enrollment) to track inquiry status.

Assists with Product/Program Development Activities 

• Responds to questions regarding applications/ programs, user issues, and system testing to support development of application enhancements.
• Conducts system testing (e.g., vendor compliance testing, user acceptance testing) to ensure products/ programs meet specifications and requirements.
• Communicates product/program enhancements to stakeholders to facilitate support and integration of enhancements.

Tracks Product Performance 

• Performs statistical analysis on historical data to support the development of product performance projections.
• Collaborates with workgroup and members of other functions and business units to establish and document consistent forecasting and reporting protocol.
• Builds and documents reports used to track and communicate product performance.
• Gathers data from external (e.g., Forrester, Web Trends, etc.) and UPS proprietary sources (e.g., Data Warehouse, Info Library, etc.) for use in forecasting and tracking product performance.
• Performs data cleansing and transformations to prepare product performance data for analysis.
• Analyzes product performance data to assess variance in performance to plan.
• Participates in the diagnosing and explaining of variance in performance to plan to facilitate the development of action plans.
• Generates and distributes reports to stakeholders, outlining projected and actual product performance and corresponding action plans.

Participates in Development of Marketing Strategy 

• Collects historical background information of products to compile records, identify relevant aspects of current applications, and establish a starting point for enhancement and documentation of overall marketing strategy.
• Performs competitive, trend, and situational analyses to assist the development of marketing strategy.
• Documents product and/or channel marketing plans to record established goals and facilitate communication and execution of planned marketing activities.
• Collaborates with workgroup and Customer Communications to develop key messages to support product launches, enhancements, and to foster customer awareness.
• Develops and/or updates marketing content for physical and/or virtual mediums to ensure information is accurate and up-to-date.
• Communicates product and/or channel marketing plans to internal stakeholders to facilitate coordination and foster awareness.

Supports and Documents Market Research Activities 

• Participates in workgroup meetings to document the development of research objectives and design.
• Participates in cross-functional meetings to document the planning, execution and progress of market research projects.
• Visits customers to gather first hand data on customer needs, issues, and product usage patterns.
• Gathers customer data from internal sources (e.g., Business Development,CustomerServiceCenters) for use in market research projects.
• Documents market research findings for dissemination to stakeholders.
• Communicates research findings to both internal and external stakeholders to foster awareness and facilitate the development of action plans.

Preferred Competencies

• Applies Financial Knowledge
• Applies Information Analysis & Solution Generation Knowledge
• Applies Problem Definition & Structuring Knowledge
• Applies Service, Product, and Customer Technology Knowledge
• Conducts Competitive Analysis
• Maintains an awareness of UPS’s competitive environment. 
• Conducts Customer Business Process Analysis
• Conducts Product/Customer Technology Management
• Develops New Product/Customer Technology
• Develops new product and technology concepts considering customer needs and the ability to profitably bring service or technology concepts to market. 
• Develops Promotion and Demand Generation Programs

Education

• Bachelor's Degree - Preferred