Senior Manager, Business Strategy - CX

About the Role

Key Responsibilities

• Map and optimize web/app journeys to improve NPS, conversion, and repeat rate.
• Set priorities and manage the execution of initiatives across Product, Design, Technology, and Operations to amplify the customer voice.
• Build business cases, run A/B tests, and iterate quickly on product and feature strategies.
• Own the CX technology stack, define requirements, and collaborate with Engineering on integrations.
• Hire, coach, and inspire a small CX team; collaborate with Merchandising, Fulfillment, Marketing, and Store Operations.
• Define OKRs, dashboards, and reporting to ensure experiences meet Walmart brand, accessibility, and privacy standards.
• Identify friction points and implement repeatable processes to remove them.
• Drive the strategic direction for new Local Finds extensions and oversee their launch.
• Build foundations, secure cross-functional support, and enable full site end-to-end experiences.
• Embed best-practice workflows to enhance customer experience.

Requirements

• 8+ years in e-commerce CX, product strategy, or consulting, including 3+ years leading people.
• Proven experience delivering large-scale digital CX programs in a matrixed enterprise.
• Experience scaling regulated categories (alcohol, tobacco, pharma) online.
• Deep expertise in journey mapping, design thinking, experimentation, and CX metrics (NPS, CSAT, CES).
• Bachelor's degree in Business, Marketing, or related field; experience in consumer-tech or e-commerce environments.

Nice to Have

• 8+ years in Merchandising or Site Merchandising.
• Master's degree (MBA preferred).
• 4+ years of direct people management.
• 6+ years in consumer-focused e-commerce.
• Obsession with delivering best-in-class site experiences.

Qualifications

• Bachelor's degree in Business, Statistics, Social Science, Communications, or related field.
• 4 years' experience in retail merchandising, operations management, or related area, OR 6 years' experience in retail merchandising or operations management.

Benefits & Perks

• Competitive pay with performance-based bonus awards.
• Health benefits including medical, vision, and dental coverage.
• Financial benefits such as 401(k), stock purchase, and company-paid life insurance.
• Paid time off including PTO, sick leave, parental leave, family care leave, bereavement, jury duty, and voting.
• Other benefits like short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement.
• PTO and PPTO for vacation, sick leave, holidays, or other purposes.
• Live Better U education benefit program covering tuition, books, and fees.