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.