Sr Analyst, Customer Insights

Position Purpose :

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. Th e 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 ke y stakeholders, IT, and vendors to ensure key milestones and deliverables are met

Key Responsibilities :

20% Interpret statistical and analytical results and make suggestions for business improvements through clear and concise deliverables

20% Conduct analyses to understand changes in customer shopping behavior surrounding key business events (e.g. promotions, weather, category resets, operational changes, etc.)

20% Develop / validate customer segmentations, compute customer value metrics and support ad-hoc requests for data extraction and analysis

20% Work across the organization and leverage cross functional teams to provide customer-focused analytical support using quantitative and qualitative measures

20% Analyze transactional data to identify purchase triggers and indicators in support of predictive / forward looking strategic company initiatives

Direct Manager / Direct Reports :

Position reports to Sr Manager, Consumer Insights

This position has 0 direct reports

Travel Requirements :

Typically requires overnight travel less than 10% of the time.

Physical Requirements :

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.

Working Conditions :

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

No travel required

Minimum Qualifications :

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

Preferred Qualifications :

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

Minimum Education :

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.

Preferred Education :

No additional education

Minimum Years of Work Experience :

Preferred Years of Work Experience :

No additional years of experience

Minimum Leadership Experience :

None

Preferred Leadership Experience :

None

Certifications :

None

Competencies :

Action Oriented

Collaborates

Communicates Effectively

Customer Focus

Drives Results