Product Manager - CX Specialist
abinbev · São Paulo, SP. ·
- Category
- Product
- Company size
- 1000+
A Customer Experience Specialist focuses on improving AI-driven data product usability in AB InBev’s BEES ecosystem, analyzing user feedback, collaborating with data scientists and product teams, and ensuring AI models meet user needs through continuous refinement and performance monitoring.
About us
AB InBev is the leading global brewer and one of the world’s top 5 consumer product companies. With over 500 beer brands, we’re number one or two in many of the world’s top beer markets, including North America, Latin America, Europe, Asia, and Africa.
About AB InBev Growth Group
Created in 2022, the Growth Group unifies our business-to-business (B2B), direct-to-consumer (DTC), Sales & Distribution, and Marketing teams. By bringing together global tech and commercial functions, the Growth Group allows us to fully leverage data and drive digital transformation and organic growth for AB InBev around the world.
In addition to supporting well known global beer brands like Corona, Budweiser and Michelob Ultra, the Growth Group is home to a robust suite of digital products including our B2B digital commerce platform BEES, on-demand delivery services Ze Delivery and TaDa Delivery, and table top beer keg PerfectDraft.
We are an exceptional team, focused on understanding and supporting consumer and customer needs, harnessing new technology, and scaling growth opportunities.
About the role:
We are seeking a passionate and detail-oriented Customer Experience Specialist for Data Products to join our dynamic team. In this role, you will be responsible for enhancing the user experience of our AI-driven data products within the BEES apps ecosystem. You will work closely with cross-functional teams, including data scientists, product managers, and customer support, to ensure our AI models meet and exceed user expectations.
What you'll do:
- User Experience Enhancement: Analyze user feedback and data to identify pain points and areas for improvement in the interaction with our AI models.
- Customer Support Collaboration: Work alongside customer support teams to address user issues related to data products, providing insights and solutions to improve user satisfaction.
- Feedback Loop Management: Establish and maintain a feedback loop with users to gather insights and continuously refine AI model performance.
- Training & Documentation: Develop and deliver training materials and documentation to help users understand and effectively utilize our data products.
- Performance Monitoring: Monitor the performance of AI models in real-time, ensuring they meet quality standards and user needs.
- Cross-Functional Collaboration: Collaborate with data scientists and product managers to influence the design and functionality of AI models based on user feedback.
- Customer Advocacy: Act as the voice of the customer within the organization, advocating for user-centric improvements to our data products.
- Stakeholder Alignment & Communication: Act as a key point of contact for stakeholder alignment, both within and outside Global Headquarters, ensuring shared understanding of metrics, results, and priorities.
What you'll need:
- Good knowledge of Business Intelligence concepts, including metrics, data models, and visualization best practices.
- Good knowledge of Customer Experience concepts, including metrics, standard processes, and best practices.
- Strong analytical profile, with experience or familiarity with Databricks, data analytics environments, and programming in SQL or Python for analytical autonomy.
- Ability to work in close partnership with Product Managers and business stakeholders.
- Advanced English to collaborate with global teams.
- Excellent verbal and written communication skills, with the ability to translate data into clear business narratives.
- Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing user issues.
More about you:
- Previous experience working closely with Product, Data, Commercial, or CX teams.
- Strong business or CX acumen and a data-driven decision-making mindset.
- Experience in cross-functional environments.
What We Offer:
- Performance based bonus*
- Attendance Bonus*
- Private pension plan
- Meal Allowance
- Casual office and dress code
- Days off*
- Health, dental, and life insurance
- Medicines discounts
- WellHub partnership
- Childcare subsidies
- Discounts on Ambev products*
- Clube Ben partnership
- Scholarship*
- School materials assurance
- Language and training platforms
- Transport allowance
*Rules applied
Equal Opportunity & Affirmative Action:
AB InBev Growth Group is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon of race, color, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other applicable legally protected characteristics.
The following fields are optional, but anticipate the information for your registration*.
Remember: your data will never be used as elimination criteria in selection processes. With them, AB InBev Growth Group is able to analyze diversity and reduce biases in selection processes. We want to contribute to changing this reality by being an inclusive company.
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