10 days old

Director Customer Journey

Walmart
Bentonville, AR 72712
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1409026BRReq ID:1409026BRCompany Summary:What started small, with a single discount store and the simple idea of selling more for less, has grown over the last 50 years into the largest retailer in the world. Each week, over 260 million customers and members visit our 11,695 stores under 59 banners in 28 countries and e-commerce websites in 11 countries. With fiscal year 2017 revenue of $485.9 billion, Walmart employs approximately 2.3 million associates worldwide. Walmart continues to be a leader in sustainability, corporate philanthropy and employment opportunity. It's all part of our unwavering commitment to creating opportunities and bringing value to customers and communities around the world.Job Title:Director Customer JourneyPosition Summary:Lead Customer Journey Stores team and responsible for: -Define the customer experience expectations across stores and partner cross-functionally to determine path to implement -Improve customer experience with initiatives linked to NPS -Resolution of store top pain points focusing on Omni solutions -Establishing and maintaining governance across Customer Journey OrganizationCity:BENTONVILLEState:ARPosition Description: + Business Partnerships: Provides consulting expertise and acts as a subject matter expert to senior functional leadership (e.g., VPs); articulates the needs of current and future customers to executive leadership. Reviews and influences business strategies and integrates customer strategies to achieve business objectives. Consults with executive leadership to identify and answer critical questions about customers to drive business decisions. + Collaboration: Partners with functional leadership and other cross-functional leaders across the organization (e.g., Customer Experience, Merchandising) to develop consultative solutions for complex and/or large projects, ensure buy-in for recommendations as necessary and ensure alignment on data analysis and research strategies. Proactively maintains existing relationships and develops new relationships with external business partners and vendors. + Cultivates an environment where associates respect and adhere to company standards of integrity and ethics + Develops and implements strategies to attract and maintain a highly skilled and engaged workforce + Develops and leverages internal and external partnerships and networks to maximize the achievement of business goals + Insights Identification: Provides consultative opinions and expertise to senior and executive leadership based on review and oversight of research and analysis findings. Ensures development of impactful, meaningful insights and analysis to meet business needs/goals through research and analysis conducted. Leads review process with third-party vendors; and ensures quality and standard of work output. + People Development: Builds and leads a team to execute on business area or category objectives. Ensures associates are receiving learning and development opportunities (e.g., training, mentoring) for the good of the associate and Walmart. Coaches team members and provides feedback to enhance skills, knowledge and work performance. Conducts performance and career development conversations. Mentors less experienced associates and managers. + Problem Solving Approach and Data Identification: Leverages industry, business and functional knowledge to advise business on most appropriate problem statement structuring. Reviews and communicates identified business problem statements to senior leadership, and gains buy-in for research methodology and overall approach. Identifies appropriate resources for research and analysis (e.g., third-party vs. internal research) for complex and/or advanced analytical and research projects based on problem solving approach and methodology. Frames data collection strategy for large projects and provides strategic guidance on the development of data collection tools, platforms and approaches. + Project Scope / Insights Partnership Strategy: Leads solutions development and delivery of complex and/or large consulting projects that support multiple business areas or categories. Assists with providing overall direction across Insights Partnership + Provides overall direction + Research and Data Analytics: Directs the research and analysis of highly complex business issues. Collaborates with senior leadership to define research methodologies as well as data analysis approach and process. Contributes to improvement of existing research and data analytics approaches and development of new approaches for data management and analysis Minimum Qualifications: + 4 years' supervisory experience or experience leading cross-functional teams. + Bachelor's degree in Business Administration or related field and 5 years' experience in marketing research, data analytics, consulting, or related field OR 7 years' experience in marketing research, data analytics, consulting, or related field. Additional Preferred Qualifications: + 3 years' experience with customer analytics in retail operations or related field. + Master's degree in Business Administration or related field. Category:Customer Insights Brand:Walmart.com
Posted: 2020-05-16 Expires: 2020-06-15
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Director Customer Journey

Walmart
Bentonville, AR 72712

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