16 days old

Program Manager, Customer Experience

Framingham, MA 01701

**Position Summary:**

The Program Manager of Customer Experience is passionate about putting the customer first. This role sits at the center of the organization and infuses the voice of the customer into the day to day operations of the business. With the customer at the forefront of everything we do at Staples, this role is highly visible to the executive leadership team and frequently meets with key stakeholders throughout the organization. We are looking for someone who is organized, detail oriented and who enjoys pulling the story out of the data.

**Key Responsibilities:**

+ Manage and evolve the customer feedback program to be cutting edge with industry leading survey designs, personalization, and reporting.

+ Partner with business teams to develop processes and workflows to optimize our customers' experience.

+ Develop project plans, drive cross company communication and deliver on key project milestones.

+ Analyze quantitative and qualitative data and turn findings into actionable strategic recommendations that will improve the customer experience.

+ Identify opportunities using statistical modelling tools and reports available within the Medallia dashboard.

+ Partner with key stakeholders to incorporate the voice of the customer in their day to day operations and enable a cohesive environment for all teams to share best practices and learnings cross-functionally.


**Professional Experience/Qualifications:**

+ Bachelor's Degree or Equivalent Work Experience

+ 3 to 5 years Related Work Experience

+ B2B, Retail, Shopper insights experience a plus

+ Market research vendor experience a plus

+ Experience in traditional custom research techniques (satisfaction trackers, in-store intercepts, focus groups, online communities/panels, and segmentation studies.)

+ Strong analytical skills, including significance testing, regression and key driver analysis, etc.

+ Strong organizational and project management skills (managing multiple projects simultaneously, problem solving, and detailed orientation)

+ Deep proficiency in Excel and PowerPoint required

+ Ability to communicate & interact effectively across many layers of the organization & with outside agencies/suppliers

+ Ability to work autonomously and under tight timelines

_Staples is The Worklife Fulfillment Company, helping businesses of all sizes be more productive, connected and inspired. With dedicated account teams, category professionals, innovative brands and a curated product assortment for business, Staples provides customized solutions to help organizations achieve their goals. Interested in joining the team? Check out our_ _perks and benefits_ _!_

_Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law._


Posted: 2021-02-09 Expires: 2021-03-18

Be amazed by what’s inside.

There’s a whole lot more to Staples than you probably ever imagined. In fact, once you lift the lid on our business, you’ll discover that we have many opportunities for your career.

As the world’s largest office products company, 2nd largest eCommerce site and a trusted source of office solutions, we’re a recognized name across more than 26 countries. Working all over the world has shaped our approach to business, and as we’ve grown, so has our commitment to the communities and environments where we work. Whether you join us in retail, online, one of our B2B units or our other businesses, you’ll experience first-hand the unique energy and enthusiasm that makes us Staples.

This site will show you just how much goes into a career with Staples. If you want to become part of the team, simply use the job search tool – and it won’t be long before you’ll be saying, “that was easy” too.

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Program Manager, Customer Experience

Framingham, MA 01701

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