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Job Details

Appliance Customer Experience Analyst (166297)

GA - Atlanta Corporate

  • Date Posted: Jun 22, 2022
  • Travel: 0-25%
  • Functional Area: Merchandising
  • Position Type: Full Time
  • Relocation Provided: No

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Position Description:
Position Purpose:

Home Depot’s Appliance Customer Experience team assesses the current customer experience and manages projects to enhance the experience.  Our team sits with the appliance merchandising department.  The Analyst on the Appliance Customer Experience team supports our reporting, analytics, and process documentation.  The Business Analyst will:

  • Develop and maintain reporting and analytics to assess and monitor key aspects of the customer experience
  • Develop and maintain process documentation related to the end-to-end customer journey of the appliance buying and fulfillment experience

Major Tasks, Responsibilities & Key Accountabilities:

  • 20% Plan and lead all phases of a project's life cycle (i.e. feasibility, design implementation, evaluation); this inclues extracting the business need; defining the business requirements, understanding the impact on the business, and designing and carrying out the project(s)
  • 10% Serve as liaison between merchandising and finance by facilitating meetings including both departments
  • 10% Mentor other analysts in developing/honing business knowledge and analytical skills
  • 20% Servce as a subject matter expert and perform research and/or analysis within assigned projects
  • 20% Multi-task to work on 2 to 4 projects simultaneously, recommending process improvements and making final project recommendations which impact the business
  • 20% Establish and report on metrics of assigned projects to guage business value
Nature and Scope:
Reports to a director-level position within merchandising
No direct reports, however, the position will be required to mentor others who have the need for assistance

Environmental Job Requirements:
Located in a comfortable indoor area.
Any unpleasant conditions would be infrequent and not objectionable.

Typically requires overnight travel 5% to 20% of the time.

Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Additional Minimum Qualifications:

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Years of Relevant Work Experience:
2 years

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.

Preferred Qualifications:
Bachelor's Degree
Experience with Market Max reporting system
Good communication skills (written and verbal)

Knowledge, Skills, Abilities and Competencies:

  • Strong project management skills, including strong process orientation, ability to work in a cross-functional team environment
  • Good communication skills, including ability to interact with officers, also needs the ability to negotiate and persuade
  • Strong analytical skills and general understanding of technical concepts
  • Ability to establish priorities and procedures for accomplishing work within established deadlines; ability to handle multiple projects and manage toward deadlines and deliverables
  • Proven leadership skills, including a willingness and ability to be a mentor

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.