Sr Analyst, Customer Insights

Senior Analyst Consumer Insights

As a trusted member of our Customer Experience (CX) team, the Senior Analyst Consumer Insights will be working on a cutting-edge Customer Experience Management project leveraging our platform to help our stakeholders connect with their customers and drive improvements that lead to customer delight. The Sr Analyst will work directly with our field associates and internal business partners to design, implement, configure, and manage their feedback platforms. You will build strong relationships with our stakeholders by helping them address critical business problems through actionable insights you derive from data mining, cleansing, dashboarding, and storytelling. This role will be a part of the Customer Insights team and will support cross-functional partners in Operations, Services, Care, Supply Chain, Tool Rental, and Pro.

The senior analyst will :

• Provide support to field and SSC associates by answering questions related to customer data, data tools, or process
• Providing actionable insights to key stakeholders across the organization to galvanize change and improve the customer experience
• Execute large projects and manage process documentation, by coordinating with key stakeholders, IT, and vendors to ensure key milestones and deliverables are met

Position reports to Sr Manager, Consumer Insights. This position has 0 direct reports.

Typically requires overnight travel less than 10% of the time. Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. No travel required.

Must be eighteen years of age or older. Must be legally permitted to work in the United States.

Experience working within a retail organization strongly preferred. Experience working on analysis within a management consulting or investment banking setting. Experience working within a corporate strategic planning group. Experience in the use of statistical programming software, especially SAS. Proven ability to analyze, evaluate and interpret complex data using various quantitative analysis techniques. Strong ability to produce board-level presentations and succinctly summarize approach & results. Strong verbal and written communications skills at all levels; ability to communicate complex customer behavior information to both functional partners and Executive Leadership. Excellent skills at using both Microsoft Excel and PowerPoint.

The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

3 years of work experience. No additional years of experience. None.

Action Oriented. Collaborates. Communicates Effectively. Customer Focus. Drives Results.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.