(CAN) Customer Experience Analyst, Customer Insights
City : MISSISSAUGA
Category : Regular/Permanent Marketing
Industry : Retail
Employer : Walmart Canada
Position Summary...The Analyst, Customer Experience Insights will be part of the Insight and Analytics team, supporting the Customer Experience Centre of Excellence (COE). The primary focus will be to act as the subject matter expert in the day-to-day management of our ongoing customer experience insight trackers and dashboards; provide analytical and insight integration support to the wider team across a number of projects and work on ad-hoc insight needs - with the goal of the ongoing evolution and integration of Customer Insights into the organization. They will leverage a mix of a strong curiosity with a solid foundation in market research techniques, customer experience analytics and methods to uncover our customer’s mindset and behaviors.
This is the perfect opportunity for someone who is looking to take their Insight career to the next stage and joining a best in class Insights and Analytics organization The ideal candidate will have a passion for the customer, an analytical mindset, be a self-starter, comfortable with ambiguity, detail oriented and have desire to work in a fast-paced, cross-functional environment. A keen interest in influencing business performance through insights is a must.
What you'll do...
1 Be the subject matter expert in marketing research techniques and survey management that supports Customer experience insights. Brings a solid background in consumer research methodologies and execution mainly focused on quantitative approaches (questionnaire design, data cross tabulation, discrete choice, max-diff analysis, regression / drivers). Exposure to qualitative methodologies also desired (shopalongs, focus groups, mobile chat / survey).
Must have understanding of Customer Experience and NPS methodologies and survey design (customer decision trees, questionnaire design, NPS, Driver analysis etc), applying a critical eye and consistency to our dashboards and trackers, ad hoc research and the use of qualitative research.
2 Key member of the Insight and Analytics team, partnering with Insight Managers and Directors. The candidate provides ongoing project management and reporting (weekly, monthly, quarterly) of Customer Experience insights. The candidate will analyze results and data, to support the creation of integrated Insight decks and ultimately recommendations to our stakeholders (Customer Organization, Store and Ecomm functions, and Strategy) - this will drive Omni customer experience
3 Act as a project manager to ensure quality execution (fielding, sample management, questionnaire changes, etc.) Project Manager to the larger Insights and Analytics team and support our partnerships throughout the organization including Customer Marketing, Stores and Ecomm functions and Strategy. The candidate presents at working teams and cross functional forums the customer experience insights around NPS, drivers, action areas, and Walmart strengths and opportunities
4 Support the creation of BI tools and dashboards. Working knowledge/familiarity with Power BI and NLP and data modeling techniques. Experience with CX platforms such as Qualtrics, Medallia an asset. Creating robust measurement and reporting platforms and standards (scorecards and dashboards) that will optimize insight delivery processes. This includes integrating ad hoc quantitative and qualitative tools to elevate story telling in presentations and inspire and drive customer centric action
5 Have breadth of working knowledge of different data sources (market share, sales, data, and research) to consolidate across multi data sources into impactful presentations to influence and create consensus on customer opportunities and facilitate insights with cross functional and agency partners to drive customer centric action.
6 Partner with US counterparts and Walmart Tech. teams to manage overall projects and ensure best practice implementation and ways of working .
Work with the the Insights team Customer Experience COE to continue to deliver reporting and continue to evolve with richer/deeper insights connected to business outcomes and actions (and identifying opportunities for enhancement in ways of working/strengthening Insights deliverables)
7 Input into effective / efficient use of a large Marketing customer insights budget, managing implementation processes (budgeting/forecasting, SOWs/MSAs, and agency management) including identifying opportunities for cost efficiencies through scale, automation, optimization of resources, and/or partnering identifying synergies with other functions.
8 Canadian lead / Liaison with Walmart US to leverage best practices and share Canadian learnings, as well as partner or lift and adapt to realize efficiencies where applicable
- Strong communication and influencing skills
- Questionnaire design and survey programming; data modeling and analytics
- Project management
- Strong market research skills including both qualitative, quantitative and a good knowledge of syndicated and secondary research
- Experience working on CX Platforms such as Qualtrics, Medallia, etc.
- User and integrator of analytics
- Expertise in consumer/retail research
- Minimum 5 years experience required
- Bachelors degree or equivalent required
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.Age – 16 or older
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Walmart will accommodate the disability-related needs of applicants and associates as required by law.
Primary Location…1940 ARGENTIA RD, MISSISSAUGA, ON L5N 1P9, Canada