1+ months

Senior Analyst, Business and Customer Insights

Atlanta, GA 30339
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JobTitle: Senior Analyst, Business and Customer Insights
Job ID: 373585_en-us
Salary Range: 0.0- 0.0
Job Category: E-Commerce
Employment type: Full Time

Position Description:

The Senior Analyst Business & Customer Insights is responsible for the portfolio of product offerings related to customer replays, core-web vitals and the experience for our online customers. This includes but is not limited to real-user monitoring to gain the most accurate view of the user experience to optimize conversion and drive better business decisions.

As the Voice-of-the-Customer, leverage predictive modeling (via methods like synthetic monitoring) to detect slowness or downtime before the customer notices the impact and ensure that the user experience is fast, accessible and consistent while ensuring users are able to achieve a task, discover and receive an optimal experience to ensure we understand the user experience in an effort to inform product improvements.

  • Serve as the Business Insight perspective for multiple areas of the Product Management Organization. 
  • In partnership with our vendors, drive product strategy and roadmap planning and delivery.
  • Lead product strategy and conduct market validation activities, customer research and define success criteria.
  • Ensure the product drives conversion and be able translate technical implications into business implications.
  • Collaborate with Product, UX, Engineering and PMO teams to ensure features and capabilities are delivered in a way that optimizes performance and business value.
    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 typically reports to Sr Manager or Manager within Customer Experience or Online Product Operations

    Located in a comfortable indoor area. Any unpleasant condition
    Typically requires overnight travel less than 10% of the time.
    Additional Environmental Job Requirements:
Posted: 2021-04-08 Expires: 2021-06-06

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Senior Analyst, Business and Customer Insights

Home Depot, Inc.
Atlanta, GA 30339

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