Senior Analyst - Customer Communications Experience

Full Time | Atlanta, GEORGIA | 4 months
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Job Summary

Full Time
Job ID: ...
Home Depot

$45,768 Average salary of similar jobs | Check Salary...

Job Description

Position Description:
The Home Services Customer Communications Experience role will be part of a cross functional team focused on the do-it-for-me customer, with specific responsibility including identifying key customer touchpoints and enabling customer-facing communications to help keep customers informed during the install process. This role will collaborate with multiple stakeholders such as business owners, product managers and IT to plan and execute customer communication efforts that drive change and improve the Home Services' customer experience. To be successful in this role, the associate will need the ability to understand and leverage multiple sources of data/information (i.e. customer communication best practices, qualitative and quantitative research output, analytics) to inform recommendations and action plans.

This role requires the ability to understand systems and the information housed in those systems, effectively manage ambiguity across work groups, be a self-starter, a problem solver and enjoy a challenge.


50% Lead all phases of a project's life cycle including defining the business need, establishing criteria and business requirements, understanding the impact to the business and designing and rolling out the project

25% Serve as a subject matter expert and perform research and/or analysis within assigned projects or category of business

25% Establish and report on metrics of assigned projects or categories to gauge business value


Reports to Manager/Sr. Manager

No associates report to this role on a permanent basis, but requires the technical leadership of a project work team: may select team members and assess capabilities, provide technical training, provide information necessary to meet work, project or program objectives, evaluate program or project performance.



Located in a comfortable indoor area.

Any unpleasant conditions would be infrequent and not objectionable.

Typically requires overnight travel less than 10% of the time.

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

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience:
3 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:
• Experience with Agile & Product Management
• At least 4 years of retail experience or process management in related area
• Experience collaborating with IT and helping determine development priorities
• Experience with CRM and analytic tools
• Strong business, functional and/or knowledge for their area of responsibility
• Strong leadership skills
• Strong operations, retail and/or field experience
• Ability to partner/communicate well multiple stakeholders
• High sense of urgency in responding to customer and business needs
• Strong big picture; strategic thinking skills
• Ability to analyze information from various sources, leverage the information to tell a story and communicate a course of action
• Strong quantitative skills such as statistics and data analysis

Knowledge, Skills, Abilities and Competencies:

  • Strong project management skills, including strong process orientation, ability to work and lead cross functional teams, strategic thinking and creative problem solving skills.
  • Analytical; Extensive knowledge of statistical methods and modeling
  • Ability to establish priorities and procedures for accomplishing work within established deadlines; ability to lead multiple projects and manage toward deadlines and deliverables
  • Strong communication and presentation skills, including ability to interact at Officer level; ability to negotiate and persuade
  • Proven success in increasing management roles handling multiple projects with competing deadlines.
  • Ability to assimilate extensive amounts of detailed data, analyze and summarize vast amounts of information as well as understand all of the detail supporting the analysis.

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.

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