The job below is no longer available.

You might also like

in Hoffman Estates, IL

Use left and right arrow keys to navigate

About this job

Customer Insights Analyst
Job Summary:
The Customer Experience Team at Sears is seeking an experienced Customer insights and research analyst to join the team. The role has two main functions: First, to be the advocate of Member and drive resolution to pain points identified from Member Feedback coming across multiple channels. Second, someone who is analytical and has understanding of customer research methodologies. Someone who can convert pieces of data in to actionable story/insights. Ideal candidate for this role will be someone who has combination of eCommerce knowledge plus have passion to drive voice of customer insights to project which create better experiences. He/She is expected to segment out existing feature issues with new feature needs to better serve Member experience, do ad hoc analysis, partner with required teams in identifying resolution along with doing impact analysis to identify if the report is isolated incident or not. We are looking for candidates who can function in a fast moving environment and can understand the complete shopping journey across multiple touch points to map/translate Member feedback effectively and drive urgency depending on the nature of feedback. We are looking for hands-on individual who is able roll up the sleeve and take ownership of working through various teams, tools and datasets to come up with relevant customer insights.

Key Qualifications:
  1. Experience within e-commerce domain to understand major functions of Pre-Purchase and Post-Purchase Member experience is required
  2. Ability to constantly switch analysis capabilities from one platform to another platform to make complete use of tools when interpreting Member feedback into actual experience and identify impact of issue
  3. Ability to connect pieces of data to tell a story/insights which can be acted on.
  4. Analytical yet focused on the business impact of data and insights.
  5. Ability to constantly investigate and learn/apply findings to extract larger set of effected Members to assign proper priority to Member Feedback
  6. Ability to function in support environment and function with other support groups on daily basis
  7. Ability to log bugs with required description and follow-up on previously reported incidents to bring them to closure
  8. Expert problem solver adept at finding better ways to view and present data
  9. Experience with these tools is preferred (Splunk, Omniture, Text Analytics, Survey tools, MSExcel/Pivots and SQL)
  10. Strong verbal and communication skills required to communicate at all levels of organization
  11. Self Starter, owns the problem and it's resolutions and have a great sense of urgency in deliverables. Works in close partnership with vendor facing product liasons to make sure of fast troubleshooting and timely delivrables with quality.
  12. SQL and analytics experience is a big plus as this person will also help the data analysis team with adhoc reporting and analysis requests
  13. Need to be people person who is able to get to the root cause and resolution working his/her waythrough various teams with logic and clarity of what needs to be accomplished.
  14. Responds to information requests from store and other business partners in timely fashion - Online, Stores, Call Center and Home services.
Job Requirements:
  • BA/BS or equivalent experience is required.
  • Experience in in the areas of ecommerce, customer analytics, customer research, support, data analysis, and text analytics.
  • Experience working with vendors and dispersed team and managing their expectations
  • Someone who is passionate about problem solving, supporting teams with their queries, analytics, process enhancement and product development.
  • Must possess well-developed ability to understand product systems and processes - troubleshooting, root cause analysis and fixing.
  • Experience performing analytics - good understanding of data flow and data structures.
  • Strong communication analytical and interpersonal skills
  • Ability to work independently and problem solve using creative methods
  • Willingness to learn and work in an extremely fast paced environment
  • Able to successfully engage in multiple initiatives simultaneously
Preferred Skills:
  • Understanding of database systems and SQL preferred.
  • Understanding of service support and management frameworks
  • Related experience in a ecommerce and retail organization is a strong plus.
  • Knowledge of Text Analytics a plus


EEO EMPLOYER