(USA) Manager II, Business Analysis And Insights - Returns Digital CX

Position Summary...

What you'll do...

Be an essential part of the team re-inventing Returns for Retail.  Combining the scale only Walmart can deliver, augmented with the technology and services you will bring to life, we are powering world-class solutions for our customers and associates.  Solve customer problems and build experiences that will power the best E2E capabilities Retail has seen. 

Join our growing team looking to deliver big things in 2022 and beyond, you will drive our digital experience.  Working cross-functionally and collaboratively with analytics, product, customer care, marketing, etc., you will be responsible for making the lives easier for our customers, associates, and sellers so they can ‘save money’ and ‘live better’.

You’ll sweep us off our feet if:

·       You are customer obsessed and relationship driven

·       You are proactive and thrive in constantly evolving, fast-paced, dynamic environment

·       You have strong analytical and problem-solving skills

·       You think outside the box when looking for opportunities across channels, categories and experiences

·       You can develop and maintain effective working relationships with cross-functional team members

·       You are comfortable engaging with broad audiences

·       You thrive when presenting to executive leadership

You’ll make an impact by:

·       Engaging with product, analytics and customer care partners to identify the root cause of poor customer experiences

·       Creating, delivering and disseminating key metrics to monitor the success of existing and new digital returns programs

·       Liaising with the Marketplace team to develop and improve new and existing programs for sellers and customers.

·       Providing input to the returns product development roadmap by being the voice of the customer, associate and seller

·       Fostering ongoing change management support to ensure seamless new product rollouts in-stores and digitally

·       Successfully managing semi-annual return policy updates across all existing channels

·       Benchmarking key competitors to monitor existing and new returns programs and customer experiences

·       Building consensus across stakeholder teams with strong business cases for improved digital customer experiences

·       Hosting highly detailed and regularly scheduled business reviews (WBR/MBR/QBR)

·       Extending your knowledge of CX to internal teams to help foster an environment of understanding and inclusivity.

Preferred Qualifications

·       4+ years’ experience in project or program management, customer experience or product development

·       Experience with working across cross-functional teams in geographically dispersed locations

·       Ability to pay attention to detail while handling multiple, simultaneous projects

·       Excellent communication skills, with the ability to construct simple and impactful message from complex analysis

·       Experience in eCommerce retail

·       Proficiency in Microsoft Excel, Word and PowerPoint

Minimum Qualifications

·       Bachelor's degree in Business, Finance, Market Research or a related field OR 2 years’ experience in Business Management, Project Management or Customer Experience

The above information has been designed to indicate the general nature and level of work performed in the role.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.

Benefits & Perks

Beyond competitive pay, you can receive incentive awards for your performance. Other great perks include 401(K) match, stock purchase plan, paid maternity and parental leave, PTO multiple health plans, and much more.

Equal Opportunity Employer
Walmart, Inc. is an Equal Opportunity Employer – By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.

Who We Are
Join Walmart and your work could help over 275 million global customers live better every week. Yes, we are the Fortune #1 company. But you’ll quickly find we’re a company who wants you to feel comfortable bringing your whole self to work. A career at Walmart is where the world’s most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our stores. Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement. From day one, you’ll be empowered and equipped to do the best work of your life. careers.walmart.com

Live our Values

Culture Champion
• Models the Walmart values to foster our culture; holds oneself and others accountable; and supports Walmart’s commitment to communities, social justice, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.
Servant Leadership
• Acts as an altruistic servant leader and is consistently humble, self-aware, honest, and transparent.
Embrace Change
Curiosity & Courage
• Demonstrates curiosity and a growth mindset; fosters an environment that supports learning, innovation, and intelligent risk-taking; and exhibits resilience in the face of setbacks.
Digital Transformation & Change
• Seeks and implements continuous improvements and encourages the team to leverage new digital tools and ways of working.
Deliver for the Customer
Customer Focus
• Delivers expected business results while putting the customer first and consistently applying an omni-merchant mindset and the EDLP and EDLC business models to all plans.
Strategic Thinking
• Adopts a holistic perspective that considers data, analytics, customer insights, and different parts of the business when making plans and shaping the team’s strategy.
Focus on our Associates
Diversity, Equity & Inclusion
• Identifies, attracts, and retains diverse and inclusive team members; builds a high-performing team; embraces diversity in all its forms; and actively supports diversity goal programs.
Collaboration & Influence
• Builds strong and trusting relationships with team members and business partners; works collaboratively and cross-functionally to achieve objectives; and communicates with energy and positivity to motivate, influence, and inspire commitment and action.
Talent Management
• Creates a discipline and focus around developing talent, promotes an environment allowing everyone to bring their best selves to work, empowers associates and partners to act in the best interest of the customer and company, and regularly recognizes others’ contributions and accomplishments.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

As permitted by applicable law, provide evidence of full vaccination as defined by CDC guidelines OR secure approval of medical or religious accommodation for the vaccination mandate., Minimum Qualifications: Bachelor's degree in Business, Analytics, Statistics, or related field and 2 years’ experience in data analytics, project management, business, or related area OR 4 years' experience in data analytics, project management, business, or related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Statistical Programming LanguageMasters: Business AdministrationProject Management - Project Management Professional - Certification, Six Sigma Black Belt - Certification, Six Sigma Green Belt - Certification

Primary Location...

702 SW 8TH ST, BENTONVILLE, AR 72716, United States of America