1+ months

Senior Analyst, Online Customer Experience

Atlanta, GA 30303
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003Cbr /\u003E\u003C/strong\u003EAt HomeDepot.com, our award-winning e-Commerce team is blazing a trail of retail shopping innovation by leveraging cutting-edge technology with our 2,200\u002B store locations and a relentless focus on customer service. We are on a mission to provide the world\u0026rsquo;s best interconnected shopping experience; and to do so, we need more dreamers, innovators and big thinkers passionate about reimagining the future of retail. Interested in making history with us? If so, apply today to experience what it\u0026rsquo;s like to be a part of our HomeDepot.com team. Who knows? Your next big idea may just change the future of retail!\u003Cp\u003E\u0026nbsp;The Sr. Analyst, Online Customer Experience is part of The Home Depot\u0027s (THD) Interconnected Experience team. The purpose of this position is to operate as the customer advocate by providing a voice for the customer and delivering actionable insights to provide the best experience for the customer. This position requires experience with analyzing digital behavioral patterns, quantifying subjective data and driving the roadmap to improve our Interconnected Experience. Create different technical events within our CX tool, analyze quantitative and qualitative data, and continuously think of ways to measure the customer\u0026rsquo;s interconnected experience. Partner with stakeholders, such as Product Management, to develop actionable dashboards and provide insights and present analyses to all levels of the organization.\u003C/p\u003E\u003Cbr /\u003E\u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E35%- Build Relationships- Collaborate with Business product management, Vendors, Voice of the Customer, and IT engineering and operations teams to deliver the common online business goals. Proactively analyze and identify quality risks and develop business cases to address. Closely work with Customer Service Representative teams and appropriate tools (VoC) to analyze, identify, categorize customer issues and prioritize and channel it to appropriate teams for resolution. \u003Cbr /\u003E\u003Cbr /\u003E 35%- Single Point of Contact for Site-Proactively identify site related issues and drive for quicker resolutions based on the severity by engaging appropriate teams (Business, Vendor and IT issues). Participate in root cause analysis of high priority issues with Technology, Vendor and Product teams to ensure cross-functional representation. Partner with various business teams to accurately measure business impact for high priority incidents or issues.\u003Cbr /\u003E \u003Cbr /\u003E 10%- Communication-Communicate to all levels of business, IT and vendor teams. \u003Cbr /\u003E\u003Cbr /\u003E 20%-Process Oriented - Create and implement operational processes to drive optimal customer satisfaction, revenue, throughput and performance. Define SLAs for issue resolution and ensure they are met.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003EThis position reports to Sr. Manager, Online Customer Experience\u0026nbsp;\u003Cbr /\u003E This position has 0 direct reports.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003C/strong\u003E\u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EEnvironment:\u0026nbsp;\u003C/strong\u003E\u003Cbr /\u003E\u003Cspan\u003ELocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003C/span\u003E\u003Cbr /\u003E\u003Cstrong\u003ETravel:\u0026nbsp;\u003C/strong\u003ETypically requires overnight travel less than 10% of the time.\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E\u003Cul\u003E\u003Cli\u003EMust be eighteen years of age or older.\u003C/li\u003E\u003Cli\u003EMust be legally permitted to work in the United States.\u003C/li\u003E\u003C/ul\u003E\u003Cstrong\u003E\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E\u003Cspan\u003EThe knowledge, skills and abilities typically acquired through the completion of a bachelor\u0027s degree program or equivalent degree in a field of study related to the job.\u003C/span\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EYears of Relevant Work Experience:\u0026nbsp;\u003C/strong\u003E\u003Cspan\u003E4 years\u003C/span\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E\u003Cspan\u003EMost 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.\u003C/span\u003E\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003Cstrong\u003EPreferred Qualifications:\u003Cbr /\u003E\u003C/strong\u003E\u003C/strong\u003E\u003Cul\u003E\u003Cli\u003EBachelor degree Business Management, Computer Science, Engineering, Market Research, Communications, and/or Statistics\u003C/li\u003E\u003Cli\u003E3\u002B years in Customer Experience or business intelligence role\u003C/li\u003E\u003Cli\u003E2\u002B years\u0026rsquo; experience working directly with internal cross-functional teams and/or clients to provide actionable insights, presentations and recommendations.\u003C/li\u003E\u003Cli\u003EData Analytics, including experience analyzing, interpreting and presenting data.\u003C/li\u003E\u003Cli\u003EStrong mathematical skills, analytical/research skills and statistical techniques to transform raw data into insights\u003C/li\u003E\u003Cli\u003EExperience with a CX tools (i.e. Clicktale, Quantum Metric, Medallia, Qualtrics, )\u003C/li\u003E\u003Cli\u003EExperience with reporting platforms such as Tableau, Adobe Analytics, Google Big Query\u003C/li\u003E\u003Cli\u003EExperience with Programming such as JavaScript, Python\u003C/li\u003E\u003Cli\u003EVery detail oriented with strong verbal and written communication skills\u003C/li\u003E\u003Cli\u003EAbility to work in a fast-paced environment\u003C/li\u003E\u003Cli\u003EAbility to multi-task and meet deadlines\u003C/li\u003E\u003Cli\u003EPrefer experience in web/ecommerce industry\u003C/li\u003E\u003C/ul\u003E\u003Cbr /\u003E\u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E\u003C/strong\u003E\u003Cul\u003E\u003Cli\u003EStrong customer centric focus\u003C/li\u003E\u003Cli\u003ESelf Motivated\u003C/li\u003E\u003Cli\u003EAbility to identify opportunities to automate\u003C/li\u003E\u003Cli\u003EProven track record of taking ownership and driving meaningful results\u003C/li\u003E\u003Cli\u003EExceptional interpersonal, communication skills\u003C/li\u003E\u003Cli\u003EAbility to collaborate and work with team\u003C/li\u003E\u003Cli\u003EStreet smarts and willingness to roll up your sleeve and do what\u0027s necessary\u003C/li\u003E\u003Cli\u003EAdvanced knowledge in using reporting and presentation tools\u003C/li\u003E\u003Cli\u003EAdvanced knowledge in using any incident ticketing system\u003C/li\u003E\u003Cli\u003EStrong skills in troubleshooting issues using tools (Example: IBM Tealeaf, SOASTA, Splunk, Omniture etc.,)\u003C/li\u003E\u003C/ul\u003E\u003C/div\u003E
Posted: 2020-09-22 Expires: 2020-11-20
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Senior Analyst, Online Customer Experience

Home Depot
Atlanta, GA 30303

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