1+ months

Program Manager, Customer Experience

Framingham, MA 01701
**Staples is business to business. Youre what binds us together.**

Our marketing team is charged with an important task sharing our Staples story. We use customer data and analytics to help us understand and improve our customers experiences, drive customer retention, and encourage brand loyalty. Our team is diverse, with skillsets and responsibilities ranging from graphic design, content creation and performance marketing to internal communications and loyalty & rewards programs. We work together to provide expertise and guidance, so that the Staples brand is well represented in all areas.

**What youll be doing** **:**

+ **Manage and track all customer feedback implementations and enhancements in partnership with Medallia services team.**

+ **Develop and execute a consistent customer satisfaction strategy across all programs.**

+ **Evolve customer feedback program to be cutting edge with industry leading designs, personalization, reporting, and processes associated with all surveys.**

+ **Partner with internal IT team to support program enhancements in alignment with company objectives.**

+ **Drive strong relationships with internal customers to understand and deliver against their needs with the appropriate research methodology, as well as make them aware of relevant research conducted that can help them meet customers expectations.**

+ **Identify improvement opportunities using statistical modeling tools and reports available within the Medallia dashboard.**

+ **Develop and share synthesized customer feedback; analyze quantitative data and verbatim findings into actionable strategic recommendations that will improve the customer experience.**

+ **Partner with business teams to create action plans to isolate behaviors and drive improvements.**

+ **Monitor and report on progress of all action plans in real-time and share key learnings cross-functionally.**

+ **Develop comprehensive communication plans and be known as the face of the customer satisfaction program.**

+ **Lead workshops, supporting program presentations to the field leadership team, and working directly with business units.**

**What you bring to the table** **:**

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

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

+ **Ability to work autonomously and under tight timelines**

+ **No fear of challenging the status quo**

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

**Qualifications :**

**Whats needed- Basic Qualifications**

+ **5+ years related work experience**

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

+ **Deep proficiency in Excel and PowerPoint**

**Whats needed- Preferred Qualifications**

+ **Bachelors degree**

+ **B2B, Retail, Shopper insights experience a plus**

+ **Market research vendor experience a plus**

**We Offer** **:**

+ **Inclusive culture with associate-led Business Resource Groups**

+ **Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)**

+ **Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness** **programs, and more** **perks and benefits (https://careers.staples.com/Staples-Life/Benefits)**

_Interested in joining the team? Check out our_ _perks and benefits_ _!_

_Staples believes Inclusion is a verb and we encourage diversity of thinking and ideas as well as backgrounds and experiences. 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: 2022-05-26 Expires: 2022-07-09

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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