Manager, Customer Experience Analytics

Required Skills:

• 5+ years of experience in customer experience analysis, including Customer profiling, Survey research (programming, data analysis, dashboarding), Market research analysis, Database marketing analysis (response analysis, ROI analysis), and Multivariate analysis.
• Experience with SAP BI, SQL, Tableau and Power BI
• Proven ability to indirectly manage, influence, and collaborate with cross-functional teams and associates.
• Advanced skills in MS Office including Excel, PowerPoint, and Word.

Preferred Skills:

• Experience with Python and/or R
• Experience with data analysis tools, such as Adobe Analytics, Adobe Campaign Manager,
• Experience with survey research tools (Qualtrics, Medallia, SurveyMonkey) and statistical research tools (e.g., Q, SPSS, SAS).
• Strong technology proficiency with a focus on: Customer experience and behavioral data and Business intelligence and analytics.
• Extensive experience in B2B environments, particularly within facilities maintenance, distribution, logistics and related fields.

Job Summary

Responsible for managing team efforts to develop easily repeatable reports and dashboards that allow internal clients to make data-driven decisions. Implements strategies that result in measurable financial returns. Works with various business stakeholders to develop insights and understand customer data.

Major Tasks, Responsibilities, and Key Accountabilities

• Tests, analyzes, and solves data issues to ensure data integrity. Provides technical support for end users of the self-service business intelligence tool.
• Develops complex reporting dashboards and scorecards. Reports and analyzes data for all areas of the business to drive results and guide business intelligence decisions.
• Collaborates with Sales, Marketing, Customer Care, and Strategy to target insights and understand customer behavioral data.
• Provides support to multiple departments to ensure that business intelligence, analytics, and reporting needs are met and delivered through technology, architecture, processes, and tools.
• Manages project communications between all departments. Communicates directly with team members to monitor scheduled deliverables, relay revision requests, record progress, and address obstacles as needed.
• Designs and manages multivariate and/or A/B testing for marketing and web evolution.

Nature and Scope

• Solutions require analysis and investigation.
• Achieves planned results by decisions and actions based on professional methods, business principles, and practical experience.
• Manages a group or team of professional individual contributors and/or indirectly supervises support staff.

Work Environment

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• 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.
• Typically requires overnight travel 20% to 50% of the time.

Education and Experience

• Typically requires BS/BA in a related discipline. Generally 7+ years of experience in a related field. May require certification. Advanced degree may offset less experience in some disciplines.

Our Goals for Diversity, Equity, and Inclusion

We are committed to creating a culture that promotes equity, respect, and advocacy for every HD Supply associate. We value the diversity of our people.

Equal Employment Opportunity

HD Supply is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.