Manager, Customer Experience Strategy

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 audiences
• 20% - Planning Process - Address business problems by structuring issues and prioritizing analyses. Present readouts and work materials to team and key stakeholders
• 70% - Strategic Projects - Drive one or more customer experience strategy and operational execution workstreams

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