Manager, VOC Strategy Data Analytics & Integrations

W.W. Grainger

Lake Forest, IL

Full Time

Senior

94k-156k

about 1 month ago

Job Description

About the Role

The Strategy Manager, Voice of Customer Data, Analytics and Integrations (VOC), is responsible for analyzing and integrating customer feedback to inform company strategy. This hybrid role, based in Lake Forest, IL, involves leading data analysis, quality control, and standardization efforts, collecting and analyzing structured and unstructured customer data, overseeing data integrity and reporting from internal sources and the Qualtrics platform, advising on VOC program design and execution, and collaborating with cross-functional teams to drive business growth based on customer insights. The position reports to the Director, Voice of Customer Strategy and aims to create a holistic view of customer experience and influence strategies across the business.

Key Responsibilities

Lead the analysis of data from multiple systems, including cleansing and standardization of data, data quality control procedures, and maintaining a data dictionary.
Collect and analyze structured and unstructured data throughout the customer journey to proactively identify opportunities and inform strategy and operational effectiveness.
Manage the integrity, accuracy, and consistency of data flows from internal sources and the Voice of Customer platform (Qualtrics), ensuring reliable reporting and actionable insights for stakeholders.
Own internal and external relationships that support the flow of information, including CX SaaS software, implementation partners, and data science and engineering teams.
Provide recommendations and lead discussions with leadership to identify business gaps and develop analytical solutions and implementation plans to optimize data validation and mining processes.
Coach and train a team responsible for maintaining reporting databases, data archives, and query tools, while instituting rigorous quality control over data, analyses, and metrics.
Create an analytical framework to link Voice of Customer insights to business growth.

Requirements

Bachelor's degree required.
3+ years of experience with AWS, SQL, Python, CI/CD, Git, and familiarity with Snowflake, DBT, Airflow.
Experience with emerging reporting tools and technologies such as Tableau and PowerBI.
Strong knowledge of big data and related data analytics tools like R, VBA, and Python.
In-depth knowledge of business operations, systems requirements, and IT processes and technologies.
Proven ability to coach and mentor others, including balancing and prioritizing multiple projects.

Benefits & Perks

Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free therapy sessions annually.
18 paid time off (PTO) days annually and 6 company holidays per year.
6% company contribution to a 401(k) Retirement Savings Plan each pay period, with no employee contribution required.
Employee discounts, tuition reimbursement, student loan refinancing, and access to financial counseling and education.
Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks for non-birth parents.

Working at W.W. Grainger

Known for its commitment to service and an award-winning culture, Grainger emphasizes innovation, customer relationships, and a supportive work environment. The company values diversity, inclusion, and providing a flexible, accessible workplace that supports individual needs.

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