Sr Analyst, Customer Insights
The Home Depot
Location – Atlanta, GA
Job ID – Req153973
Category – Marketing
Bonus Eligible
401(k) Company Matching
Employee Stock Purchase Program
Company Overview
What’s the best place we’ve ever built? The place where we work. At Home Depot, our goal is to provide the highest level of service, the broadest selection of products, and the most competitive prices. As the world’s largest home improvement specialty retailer, we operate more than 2,200 retail stores across North America. And each of our associates are focused one thing — helping our customers build and improve their homes, businesses, and ultimately their lives.
Position Purpose:
As a trusted member of our Customer Experience (CX) team, the Senior Analyst Consumer Insights 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 Insights team and will support cross functional partners in Operations, Services, Care, Supply Chain, Tool Rental, and Pro. The senior analyst will:
-
Provide support to field and SSC associates by answering questions related to customer data, data tools, or process
-
Providing actionable insights to key stakeholders across the organization to galvanize change and improve the customer experience
-
Execute large projects and manage process documentation, by coordinating with key stakeholders, IT, and vendors to ensure key milestones and deliverables are met
Key Responsibilities:
- 20% Interpret statistical and analytical results and make suggestions for business improvements through clear and concise deliverables
- 20% Conduct analyses to understand changes in customer shopping behavior surrounding key business events (e.g. promotions, weather, category resets, operational changes, etc.)
- 20% Develop / validate customer segmentations, compute customer value metrics and support ad-hoc requests for data extraction and analysis
- 20% Work across the organization and leverage cross functional teams to provide customer-focused analytical support using quantitative and qualitative measures
- 20% Analyze transactional data to identify purchase triggers and indicators in support of predictive / forward looking strategic company initiatives
Direct Manager/Direct Reports:
- Position reports to Sr Manager, Consumer Insights
- This position has 0 direct reports
Travel Requirements:
- Typically requires overnight travel less than 10% of the time.
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.
Working Conditions:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
- No travel required
Minimum Qualifications:
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:
- Experience working within a retail organization strongly preferred
- Experience working on analysis within a management consulting or investment banking setting
- Experience working within a corporate strategic planning group
- Experience in the use of statistical programming software, especially SAS
- Proven ability to analyze, evaluate and interpret complex data using various quantitative analysis techniques
- Strong ability to produce board-level presentations and succinctly summarize approach & results
- Strong verbal and written communications skills at all levels; ability to communicate complex customer behavior information to both functional partners and Executive Leadership
- Excellent skills at using both Microsoft Excel and PowerPoint
Minimum Education:
- 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.
Preferred Education:
- No additional education
Minimum Years of Work Experience:
- 3
Preferred Years of Work Experience:
- No additional years of experience
Minimum Leadership Experience:
- None
Preferred Leadership Experience:
- None
Certifications:
- None
Competencies:
- Action Oriented
- Collaborates
- Communicates Effectively
- Customer Focus
- Drives Results
Location – Atlanta, GA
Job ID – Req153973
Category – Marketing
Role Overview
Position Purpose:
As a trusted member of our Customer Experience (CX) team, the Senior Analyst Consumer Insights 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 Insights team and will support cross functional partners in Operations, Services, Care, Supply Chain, Tool Rental, and Pro. The senior analyst will:
-
Provide support to field and SSC associates by answering questions related to customer data, data tools, or process
-
Providing actionable insights to key stakeholders across the organization to galvanize change and improve the customer experience
-
Execute large projects and manage process documentation, by coordinating with key stakeholders, IT, and vendors to ensure key milestones and deliverables are met
Key Responsibilities:
- 20% Interpret statistical and analytical results and make suggestions for business improvements through clear and concise deliverables
- 20% Conduct analyses to understand changes in customer shopping behavior surrounding key business events (e.g. promotions, weather, category resets, operational changes, etc.)
- 20% Develop / validate customer segmentations, compute customer value metrics and support ad-hoc requests for data extraction and analysis
- 20% Work across the organization and leverage cross functional teams to provide customer-focused analytical support using quantitative and qualitative measures
- 20% Analyze transactional data to identify purchase triggers and indicators in support of predictive / forward looking strategic company initiatives
Direct Manager/Direct Reports:
- Position reports to Sr Manager, Consumer Insights
- This position has 0 direct reports
Travel Requirements:
- Typically requires overnight travel less than 10% of the time.
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.
Working Conditions:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
- No travel required
Minimum Qualifications:
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:
- Experience working within a retail organization strongly preferred
- Experience working on analysis within a management consulting or investment banking setting
- Experience working within a corporate strategic planning group
- Experience in the use of statistical programming software, especially SAS
- Proven ability to analyze, evaluate and interpret complex data using various quantitative analysis techniques
- Strong ability to produce board-level presentations and succinctly summarize approach & results
- Strong verbal and written communications skills at all levels; ability to communicate complex customer behavior information to both functional partners and Executive Leadership
- Excellent skills at using both Microsoft Excel and PowerPoint
Minimum Education:
- 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.
Preferred Education:
- No additional education
Minimum Years of Work Experience:
- 3
Preferred Years of Work Experience:
- No additional years of experience
Minimum Leadership Experience:
- None
Preferred Leadership Experience:
- None
Certifications:
- None
Competencies:
- Action Oriented
- Collaborates
- Communicates Effectively
- Customer Focus
- Drives Results
Hybrid – An associate in a hybrid role blends in-office and remote/virtual working to complete their job duties. An associate may be required to work from a designated Home Depot location on some days, and may work from a virtual/remote location on others. We also refer to this as location – flex.
Learn more about our 4 different work locations. Additional information will be provided during the application process.
As part of the application process for this role, there will be an on-line assessment. The assessment usually takes about 17 minutes to complete. You will be directed to the assessment link immediately after submitting your application. Once you click on the link, you will need to complete it within 72 hours after starting it. You may stop and restart the assessment as many times as you like within the 72-hour time frame.
During the assessment, we’ll ask you questions about your approach to work and various work-related situations. The questions are based on characteristics that are related to performing successfully in hourly roles at The Home Depot, including:
- Professional Experience
- Learning Potential
- Responsibility
- Customer Focus
If you have a disability and would like to request an accommodation related to the assessment, or you would like to obtain more information about the assessment, click here to learn more.
Healthcare Options
Profit-Sharing Bonuses
Tuition Reimbursement
Discounts on Cell Phones, Gyms, and More