Manager, Customer Insights, Omni Experience

3 months ago

Mississauga, Canada Walmart Canada Full time

**Résumé des fonctions... **:The Manager, Customer Insights will be the key insights leader for their respective stakeholders and a key partner for the leadership team they support. You will develop the annual insights learning agenda to drive near-term (1-2 year) sales, growth, and customer objectives. Responsibilities include understanding customer behavior and the omni-channel shopping journey, providing recommendations that balance short-term and long-term goals, reporting on metrics and customer friction points, and analyzing opportunities and threats. You will also use and develop research tools and manage supplier relationships efficiently. This role offers the chance to lead customer research and reporting, working with marketing and business leaders to solve problems and deliver actionable solutions.

Ce que vous ferez...
- Develop and lead an in-year insights learning agenda integrating ongoing tracking and custom research, evolving existing NPS/CSAT initiatives, and working with the Senior Manager to build omni-channel customer journey mapping across Walmart stores and the ecommerce business. Present findings to members of the Canadian Leadership Team and provide integrated customer perspectives across consumer mindset, shopper behavior, competitor intelligence, and performance reporting to drive near-term strategy and tactics on assortment, pricing, and store layout.
- Key customer insights partner for the in-store and ecommerce teams, including operations, merchandising, and supply chain business leaders. Provide recurring NPS/CSAT scorecards, perception and performance reports, and ad hoc custom research and analytics deep dives when required, to inform the optimization of the end-to-end customer experience. Analyze unstructured data through Natural Language Processing and Sentiment Analysis.
- Support format development and innovation initiatives by measuring the effectiveness of programs that influence customer experience, such as store remodels, process improvements, new feature launches, and pilot programs. Conduct pre-post analyses, A/B testing, and impact analysis using statistical techniques (correlation and regression) and use insights expertise to bring the voice of the customer to cross-functional forums.
- Project manage and evolve the CX reporting platform and dashboards, providing reporting to each level of the stakeholder team. Build, launch, and maintain reporting interfaces that offer ad hoc reporting capabilities to serve requests from internal clients.
- Ensure effective and efficient use of the customer insights budget, identifying opportunities for cost efficiencies through scale, automation, optimization of resources, and partnering to identify synergies with other functions.
- Serve as the Canadian lead and liaison with the Walmart US insights team to leverage best practices and share Canadian learnings, as well as partner or lift and adapt to realize efficiencies where applicable.

**Qualifications**
- 3-5 years of market research experience involving qualitative and quantitative methodologies and modeling (tracking, customer satisfaction, customer experience, etc.).
- Strong storytelling skills and proven ability to influence cross-functional stakeholders.
- Ability to work in a fast-paced environment, managing multiple projects and priorities.
- Advanced skills in Excel (pivot tables, macros, VLOOKUP) and data visualization.
- Knowledge of CX management tools (e.g., Medallia, Qualtrics, Sprinklr).
- Basic proficiency in statistics and data analysis tools (e.g., SQL, R, Python).

‎

**Compétences mínimales...**:

- Indiquez ci-dessous les compétences mínimales requises pour ce poste. Si aucune n’est indiquée, il n’y a pas de compétences mínimales. _

Age - 16 or older

**Compétences recherchées...**:

- Indiquez ci-dessous les compétences recherchées facultatives pour ce poste. Si aucune n’est indiquée, il n’y a pas de compétences recherchées. _

Comme requis par la loi, Walmart offrira des accommodements pour les besoins des associés avec des incapacités.

**Emplacement Principal...**

1940 Argentia Rd, Mississauga, ON L5N 1P9, Canada

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