Across Canada

(CAN) Manager, Customer Insights (Digital Customer Experience)

Mississauga, Ontario

Position Summary...

The Manager, Customer Insights will be the key insights leader for their respective client and be the key insights partner for the Leadership team that they support. Develop the annual insights learning agenda to drive the near term (1-2 year) sales, growth and customer plans drive sales and growth objectives. Present to members of the Canadian Leadership Team, as well as be a customer insights leader for near-term, ad hoc insights projects providing teams with integrated customer perspective across consumer mindset, shopper behaviour, competitor intelligence, and performance reporting to grow sales and customer penetration, as well as drive iteration of near term strategy and tactics on assortment, pricing, and store layout.

This is your opportunity to be a core part of the Customer Insights team and lead creation and evolution of customer research and reporting to inform customer strategy and communications. Be the key insights partner for the respective group on setting / recommending customer KPIs and push teams to set stretch customer goals accelerate the business.

What you'll do...

1.Develop and lead an in-year digital insights learning agenda integrating ongoing tracking and custom research, evolving existing Site / App initiatives and working with the Director of Customer Experience to build the digital customer experience (Shop my store).

2.Key customer insights partner for the site experience team.  The ideal candidate provides monthly NPS/CSAT insights reports to drive priorities as it pertains to fundamentals of website / app user experience:  site/app navigation, look and feel, browsing, performance, etc.  When required leads ad hoc custom research / analytics to inform optimization of the site experience.  Analysis of unstructured data through Natural Language Processing, Sentiment Analysis will also be required.

3.Key insights partner for the merchandising team OG and GM including evaluation of website experience, online division performance and online assortment strategy:  Merchandise, product images, descriptions, etc will be assessed to drive the merchandising performance of the website/app experience.  When required ad hoc custom research / analytics to inform optimization of the experience. Analysis of unstructured data through Natural Language Processing, Sentiment Analysis will also be required.

4.Technical expertise pertaining to website/app methodology, code, sampling, etc.

5.Project manage and support of the CX reporting platform and dashboards which provide reporting to each site / app ecommerce team as well as the build, launch and maintenance of the internal reporting interfaces in tableau / power BI which provide ad hoc reporting capabilities to serve ad hoc requests from internal clients. 

6.Vendor Management:  Project managing initiatives ensuring ongoing quality control of data.

7.Responsible for effective/ efficient use of insights budget, including identifying opportunities for cost efficiencies through scale, automation, optimization of resources, and/or partnering identifying synergies with other functions. 

Qualifications & Skills

Minimum Education: Bachelor's Degree

Technical: 3-5 yrs Market Research experience involving qualitative and quantitative methodologies and modelling (tracking, customer satisfaction, customer experience, etc.);  

Business skills:  Advanced Presentation/Communication (Verbal/Written); Ability to story tell with the data and not just report the numbers; Comfortable with ambiguity;  Able to synthesize large volumes of data to clear high impact customer insights;  Strong project manager that can execute and prioritize an array of requests

Leadership skills:  Strong collaborator with proven experience and track record of success influencing / setting customer focused agenda with mid-level executives (director level); Has a bias for action with the curiosity to dive into the data to find the answer;  Team player who builds consensus;  Motivated by Challenge and Impact

General Knowledge areas:  Retail background with significant depth of expertise in ecommerce preference coupled with supply side market research at the research analyst/manager level.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Age – 16 or older

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Walmart will accommodate the disability-related needs of applicants and associates as required by law.

Primary Location…

How to Apply