Position Purpose:

Home Depot's Customer Experience is a key enabler of our ability to grown and gain market share in any macroeconomic environment. Delivering a best-in-world retail experience for Pros and Consumers is one of Home Depot’s top strategic priorities, requiring the establishment of clear strategic direction to support cross-functional alignment and organizational investment.

The Customer Experience Strategy team is responsible for the development and execution of Home Depot’s overall customer experience strategy.  This includes identifying top opportunities based on market dynamics and/or analysis of internal and external data, developing efforts to address those opportunities, leveraging data to understand the impact and value of those opportunities, and ensuring adequate internal resourcing while building external relationships to support those efforts.

The Manager is a key member of the Customer Experience Strategy team, leading discrete strategic projects or analytical workstreams in larger projects, serving as a thought-partner throughout the customer experience organization, and guiding the work of Analysts / Sr. Analysts. The Manager also creates materials and presentations to effectively communicate frameworks, problem framing, strategies, and insights to senior leaders.

By developing expertise in all elements of customer experience (e.g., market and customer dynamics; competitive landscape; technology trends; post-purchase capabilities; customer communication strategies; interconnected and fulfillment operations), the Manager of Customer Experience Strategy has the opportunity to influence change from within one of the world’s leading retailers.

Key Responsibilities:

10% – Competitive and Market Intelligence – Stay abreast of external developments (including innovations and strategies of notable competitive and non-competitive retailers) to identify opportunities and threats. Leverage internal/external research to develop insights/solutions, create compelling documents to communicate to executive audiences20% – Planning Process – Address business problems by structuring issues and prioritizing analyses. Present readouts and work materials to team and key stakeholders70% – Strategic Projects – Drive one or more customer experience strategy and operational execution workstreams

Direct Manager/Direct Reports:

This Position typically reports to the Sr. Manager or DirectorThis Position has 0 Direct Reports

Travel Requirements:

Typically requires overnight travel 5% to 20% of the time.
 

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.
 

Working Conditions:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
 

Minimum Qualifications:

Must be at least 18 years oldMust be legally permitted to work in the United States
 

Preferred Qualifications:

Previous work experience in either world-class retail / ecommerce or in professional services (e.g., strategy consulting, private equity, or investment banking) supporting such retail / ecommerce businessesMBA / Master’s degreeMinimum of 4+ years of relevant work experienceStrong skills in quantitative analysis, qualitative analysis and strategic problem solvingStrong presentation skills and ability to communicate effectively with senior leadershipStrong interpersonal skillsAbility to lead and manage cross-functionallyHigh degree of drive and personal ownershipComfort with framing and addressing ambiguous challengesHigh degree of confidentiality and professionalism
 

Minimum Education:

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.
 

Preferred Education:

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

Minimum Years of Work Experience:

4
 

Preferred Years of Work Experience:

4
 

Minimum Leadership Experience:

None
 

Preferred Leadership Experience:

None
 

Certifications:

None
 

Competencies:

Decision QualityCollaboratesDrives EngagementEnsures AccountabilityPlans and AlignsCommunicates EffectivelyCustomer Focus