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Home Depot Senior Analyst, Customer Intelligence and Customer Experience in Atlanta, Georgia

POSITION PURPOSE

As a trusted member of our Customer Experience (CX) team, the Sr Analyst of CX 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 Intelligence team and will support cross functional partners in Operations, Services, Care, Supply Chain, Tool Rental, and Pro.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

45% Provide support to the field and SSC associates by answering questions relating to customer data, data tools, or processes

30% Provide actionable insights to key stakeholders across the organization to galvanize change and improve the customer experience

25% Execute large projects and manage process documentation, by coordinating with key stakeholders, IT, and vendors to ensure key milestones and deliverables are met

NATURE AND SCOPE

Reports to a Senior Manager-level position within the Customer Intelligence organization

No direct reports

ENVIRONMENT

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.

MINIMUM QUALIFICATIONS

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

EDUCATION REQUIRED

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.

YEARS OF RELEVANT WORK EXPERIENCE: 2 years

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.

PREFERRED QUALIFICATIONS

  • Experience in Marketing Research, Customer Experience, and/or Data Analytics

  • Strong verbal and written English language skills and the ability to interact with all levels of an organization.

  • Ability to manage multiple tasks at once and a high comfort level with working in an evolving, fast paced environment

  • Ability to quickly identify and address risks and problem solve

  • Basic technical aptitude with web-based tools and advanced proficiency of the Microsoft Office Suite

  • Ability to develop relationships and engage in business dialogue with internal clients to understand and address their needs

  • The ability to understand and influence cross-functional inputs to key stakeholders, for achieving better output results

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

  • Ability to solve complex problems

  • Ability to multi-task

  • Strong interpersonal, motivational, and communication skills (speaking, writing, presenting)

  • Strong attention to detail

  • Track record of taking ownership and driving results

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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