28 days old

Senior Analyst, Online Customer Experience

Atlanta, GA 30308
JobTitle: Senior Analyst, Online Customer Experience
Job ID: 361217_en-us
Salary Range: 0.0- 0.0
Job Category: E-Commerce
Employment type: Full Time

Position Description:
At 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+ store locations and a relentless focus on customer service. We are on a mission to provide the world’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’s like to be a part of our HomeDepot.com team. Who knows? Your next big idea may just change the future of retail!

 The Sr. Analyst, Online Customer Experience is part of The Home Depot's (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’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.
35%- 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.

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.

10%- Communication-Communicate to all levels of business, IT and vendor teams.

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.

This position reports to Sr. Manager, Online Customer Experience 
This position has 0 direct reports.

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel: Typically requires overnight travel less than 10% of the time.


Posted: 2020-09-21 Expires: 2020-10-21

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Senior Analyst, Online Customer Experience

Home Depot, Inc.
Atlanta, GA 30308

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