Manager, Customer Experience Strategy

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose:

Home Depot's Customer Experience is a key enabler of our ability to grown and gain market share in any macroeconomic environment. Delivering a best-in-world retail experience for Pros and Consumers is one of Home Depot’s top strategic priorities, requiring the establishment of clear strategic direction to support cross-functional alignment and organizational investment.

The Customer Experience Strategy team is responsible for the development and execution of Home Depot’s overall customer experience strategy.  This includes identifying top opportunities based on market dynamics and/or analysis of internal and external data, developing efforts to address those opportunities, leveraging data to understand the impact and value of those opportunities, and ensuring adequate internal resourcing while building external relationships to support those efforts.

The Manager is a key member of the Customer Experience Strategy team, leading discrete strategic projects or analytical workstreams in larger projects, serving as a thought-partner throughout the customer experience organization, and guiding the work of Analysts / Sr. Analysts. The Manager also creates materials and presentations to effectively communicate frameworks, problem framing, strategies, and insights to senior leaders.

By developing expertise in all elements of customer experience (e.g., market and customer dynamics; competitive landscape; technology trends; post-purchase capabilities; customer communication strategies; interconnected and fulfillment operations), the Manager of Customer Experience Strategy has the opportunity to influence change from within one of the world’s leading retailers.

Key Responsibilities:

• 10% – Competitive and Market Intelligence – Stay abreast of external developments (including innovations and strategies of notable competitive and non-competitive retailers) to identify opportunities and threats. Leverage internal/external research to develop insights/solutions, create compelling documents to communicate to executive audiences
• 20% – Planning Process – Address business problems by structuring issues and prioritizing analyses. Present readouts and work materials to team and key stakeholders
• 70% – Strategic Projects – Drive one or more customer experience strategy and operational execution workstreams

Direct Manager/Direct Reports:

• This Position typically reports to the Sr. Manager or Director
• This Position has 0 Direct Reports

Travel Requirements:

• Typically requires overnight travel 5% to 20% 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.
   

Minimum Qualifications:

• Must be at least 18 years old
• Must be legally permitted to work in the United States
   

Preferred Qualifications:

• Previous work experience in either world-class retail / ecommerce or in professional services (e.g., strategy consulting, private equity, or investment banking) supporting such retail / ecommerce businesses
• MBA / Master’s degree
• Minimum of 4+ years of relevant work experience
• Strong skills in quantitative analysis, qualitative analysis and strategic problem solving
• Strong presentation skills and ability to communicate effectively with senior leadership
• Strong interpersonal skills
• Ability to lead and manage cross-functionally
• High degree of drive and personal ownership
• Comfort with framing and addressing ambiguous challenges
• High degree of confidentiality and professionalism
   

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:

• The knowledge, skills and abilities typically acquired through the completion of a master's degree program or equivalent degree in a field of study related to the job.
   

Minimum Years of Work Experience:

• 4
   

Preferred Years of Work Experience:

• 4
   

Minimum Leadership Experience:

• None
   

Preferred Leadership Experience:

• None
   

Certifications:

• None
   

Competencies:

• Decision Quality
• Collaborates
• Drives Engagement
• Ensures Accountability
• Plans and Aligns
• Communicates Effectively
• Customer Focus