Job Description

JOB DESCRIPTION SUMMARY

This role plays a key part in managing our Voice of the Customer program and partners with teams across the organization to design and execute research and feedback channels that improve the customer experience. This role will support Schnucks' culture of data-based decisions and putting the customer first by developing, analyzing, presenting and managing customer insights and customer experience projects. The individual will work closely with many departments in the organization.

This role requires 4 days in office for up to 6 months to learn the role and then will be able to shift to 3 days a week in office and 2 days remote. This role is located in St Louis, Missouri.

ESSENTIAL JOB RESPONSIBILITIES

• Voice of the Customer program management: Support ongoing management and development of relational VOC program. This is including but not limited to surveys in Qualtrics, mystery shopping, and customer service feedback.
• Analyze data on the experiences of our customers in order to articulate and visualize their overall experience and gain actionable insights
• Define business and workflow requirements related to customer experience
• Identify issues and recommend changes to drive data-based strategic decision making
• Establish and maintain effective working relationships with internal stakeholders and external partners
• Coordinate and assist with research efforts from end to end (study design, recruiting, moderation, analysis, reporting).
• Develop research objectives based on business needs and determine optimal collection method.
• Concurrently manage multiple projects at a time. Ensure successful project execution by delivering timely, relevant and reliable results.
• Present complex problems simply to all organizational levels.

MINIMUM REQUIREMENTS

• Required Education: Bachelor's Degree
• Minimum Years of Experience: 1-3 years in a Customer Insights or Customer Experience role.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Outcomes-oriented: Drives measurable results with a bias for action and continuous improvement.Problem-solver: Uses rigorous analysis and discretion to anticipate, resolve, and develop solutions for complex issues.
• Data-driven: Skilled in collecting, analyzing, and interpreting complex data for large-scale implementations.
• Collaborative: Adapts interpersonal style to foster productive dialogue and debate.
• Proficiency in Customer Experience software (such as Qualtrics or Medalia), and data analyzing and visualization tools.
• Proven experience uncovering actionable customer insights that improve the customer experience, inspires teammates and drives revenue growth
• Experience defining research objectives, scoping and designing qualitative and quantitative research methods, managing the research process, analyzing and uncovering patterns in the data, and clearly communicating research findings to create meaningful learnings and action in the organization
• Knowledge of and experience with traditional and emerging non-traditional research methods, experience using survey design and analysis software
• Knowledge and experience with the consumer and retail industry and customer experience best practices
• Skilled in synthesizing research findings, trends, patterns and frameworks to craft strategies
• Proven ability to creatively problem-solve and use data to drive decision-making
• Works across project teams to steward excellent outcome delivery
• Team player with the ability to build good rapport with both internal teammates and external vendors, managing communications, timelines and expectations among all stakeholders
• Ability to influence through clear and compelling written and oral presentations, ability to use data to make decisions and drive consensus
• Strong motivational, organizational, written and oral communication, presentation and interpersonal skills

FORMAL POLICY SETTING

Provides input to the next highest level

PHYSICAL REQUIREMENT AND WORK ENVIRONMENT

Walking

• Primarily Sitting

Standing

• Primarily Sitting

Lifting

• Up to 25 lbs

Travel

• 0-25%

Work Environment

• Office environment, completes projects in a timely manner and does what is needed to reach project timelines. Occasional need to work outside normal business hours- ex. CTC shifts, volunteer at customer events, etc.

The above statements describe the job’s essential responsibilities and requirements. They are not an exhaustive list of the duties that may be assigned to job incumbents.

Additional Requirements – Internal Candidates:

• Store/Facility Teammates: minimum of six months employment with Schnucks preferred.
• Store Support Center Teammates: minimum of one year employment with Schnucks preferred.
• Must be in good standing (not on a performance improvement plan or active discipline).
• If invited for an interview, must have manager approval based on performance.

Schnucks is an Equal Opportunity Employer.