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Customer Insights Manager
2 months ago
We are seeking a highly skilled Customer Insights Manager to join our team at Walmart Canada. As a key member of our leadership team, you will be responsible for developing and leading an in-year insights learning agenda, integrating ongoing tracking and custom research, and working with the Senior Manager to build omni-channel customer journey mapping across Walmart stores and the ecommerce business.
Key Responsibilities- Develop and lead an in-year insights learning agenda, integrating ongoing tracking and custom research, and working with the Senior Manager to build omni-channel customer journey mapping across Walmart stores and the ecommerce business.
- 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.
- 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.
- Project manage and evolve the CX reporting platform and dashboards, providing reporting to each level of the stakeholder team.
- 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.
- 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).
Walmart Canada is committed to providing a diverse and inclusive work environment. We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.
If you are a motivated and results-driven individual with a passion for customer insights, we encourage you to apply for this exciting opportunity.
