Customer Insights Manager

3460

Full Time

Job Description

Division: Rack Room Shoe Corporate Inc.

Job Title: Customer Insights Analyst

Accountability: Reports to CRM Director of Omnichannel

Summary:

The Customer Insights Analyst will be responsible for conducting Voice of the Customer (VOC) analyses, leveraging a wide range of analytical and data visualization tools to uncover and communicate opportunities to improve the customer’s experience with products, platforms, and services daily. This role will build and iterate strategic and actionable enterprise reporting to integrate customer experience KPIs into traditional business metrics across Product, Marketing, Operations, and Digital groups to deliver a premium omnichannel customer experience.

As a Customer Insights Analyst, you'll have the opportunity to bring to life insights that support defining and enabling the future state of customer experience at Rack Room Shoes. You will provide the customer’s perspective throughout all phases of business initiatives and ensure the customer is at the center of the organization’s most critical business decisions. This position plays a critical role in ensuring we understand our customers' evolving expectations.

Essential Duties and Responsibilities:

• Design, lead and execute strategic customer insights projects that generate actionable insights to help us better serve our customers. This role will support large, cross-divisional projects by delivering insights to inform strategic business decisions.

• Weaves a coherent customer narrative across multiple sales channels and data sources, using analyses to make recommendations for improvements to product, pricing, and operations based on findings
• Acts as the lead practitioner for all Customer Experience work, performing all activities and managing 3rd parties when needed in conducting experience research, tests and optimization tactics across all channels.
• Reports to CRM and interacts with Omnichannel, Operations, IT, Marketing, and Product teams to conduct research, testing, and optimization of any existing and/or new channels/touchpoints.

• Present findings and visualize data to a wide range of stakeholders. Partner with internal teams to address complex business questions and provide insightful analysis through strong storytelling capabilities to both technical and non-technical stakeholders.

• Maintain an understanding of defined Customer Experience principles and reflect this in business recommendations
• Keep abreast of new developments in consumer insights research and behavioral techniques

Knowledge, Skills, and Abilities:

• Degree in Marketing, Statistics, or similar experience in an analytical field with a passion for number crunching and logical problem solving.
• Understand and integrate Customer Experience (CX) in agile development processes; define, shape, and communicate CX optimization strategy.
• Experience in analytics/reporting suites like Omniture, Adobe and/or Google Analytics, Tableau
• Experience in Microstrategy or similar data visualization tool is preferred
• Detail-oriented and strong project management skills
• Strong interpersonal skills to communicate effectively with people of various technical proficiency in an organization where Customer Experience is a new and expanding aspect of the business.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The primary location of this position is a typical office environment. However, the responsibilities may require being energetic and motivated. It may also require you to attend meetings, conferences, and travel as needed.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions: the employee must regularly require to lift and/or move up to 10lbs, sit and write to operate a computer and printer, fax machine, photocopier, calculator and use of telephone communication devices, sometimes kneel, crouch or crawl.

Store Number: HQ

Headquarters

Pay Range:

8310 Technology Drive

About Rack Room Shoes

Great shoes for men, women and children in comfort, dress, casual, and athletic categories make Rack Room Shoes the family footwear retailer of choice. The company offers a wide selection of nationally recognized brands known for their quality. Rack Room Shoes also offers an assortment of exclusive private brands commissioned from the best manufacturers in the business. Our private brands offer customers great styles and outstanding values, which translates into satisfied, loyal, repeat customers.

Charlotte, North Carolina US

Rack Room Shoes provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, marital status, disability, genetic information, age, military service, or any other characteristic that is protected by applicable law. This policy of equal employment opportunity extends to all aspects of employment including, but not limited to, recruitment, hiring, training, promotion, transfer, reassignment, demotion, discipline, discharge, performance evaluation, compensation and benefits.