Program Manager, Customer Experience

Company: Staples
Location: Framingham
Posted on: August 3, 2022

Job Description:

Staples is business to business. You're what binds us together.Our marketing team is charged with an important task - sharing our Staples story. We use customer data and analytics to help us understand and improve our customers' experiences, drive customer retention, and encourage brand loyalty. Our team is diverse, with skillsets and responsibilities ranging from graphic design, content creation and performance marketing to internal communications and loyalty & rewards programs. We work together to provide expertise and guidance, so that the Staples brand is well represented in all areas.What you'll be doing:

• Manage day to day operations of the customer satisfaction program for Staples.com, Staples Advantage (US and CA) and Quill.
• Program, launch, and create dashboard reports for surveys as needed.
• Ensure all data is collected appropriately and sales/customer data is included in data sets for analysis
• Drive customer satisfaction improvements by developing actionable insights to support company objectives.
• Partner with business teams to incorporate the voice of the customer in their day-to-day operations by creating a cohesive environment for all teams to grow their connections and share best practices and learnings cross-functionally.
• Manage and track all customer feedback implementations and enhancements in partnership with Medallia services team.
• Develop and execute a consistent customer satisfaction strategy across all programs.
• Evolve customer feedback program to be cutting edge with industry leading designs, personalization, reporting, and processes associated with all surveys.
• Lead, with internal IT team support, program enhancements in alignment with company objectives.
• Drive strong relationships with internal customers to understand and deliver against their needs with the appropriate research methodology, as well as make them aware of relevant research conducted that can help them meet customers' expectations.
• Identify improvement opportunities using statistical modeling tools and reports.
• Develop and share synthesized customer feedback; analyze quantitative data and verbatim findings into actionable strategic recommendations that will improve the customer experience.
• Partner with business teams to create action plans to isolate behaviors and drive improvements.
• Monitor and report on progress of all action plans in real-time and share key learnings cross-functionally.
• Develop comprehensive communication plans and be known as the face of the customer satisfaction program.
• Lead workshops, supporting program presentations to the field leadership team, and working directly with business units.
• Create a cohesive environment where cross-functional teams share best practices and remain focused on supporting key initiatives.
• Synthesize and integrate current and previous research findings to tell a powerful story and work with team to disseminate analysis.
• Actively communicate key drivers of satisfaction to internal stakeholders and support prioritizations of areas where business needs to focus on for continuous improvement.
• Present and professionally articulate the business value of research analysis to a diverse group of users.
• Represent the customer experience team in all business meetings with key stakeholders.What you bring to the table:
  • Experience in traditional custom research techniques (satisfaction trackers, in-store intercepts, focus groups, online communities/panels, and segmentation studies.)
  • Strong analytical skills, including significance testing, regression and key driver analysis, etc.
  • Strong organizational and project management skills (managing multiple projects simultaneously, problem solving, and detailed orientation)
  • Ability to communicate & interact effectively across many layers of the organization & with outside agencies/suppliers
  • Ability to work autonomously and under tight timelines
  • No fear of challenging the status quoWhat's needed- Basic Qualifications
    • Bachelor's degree or equivalent work experience
    • 3 to 5 years related work experience
    • Experience with tools such as Python, SQL, Looker, and Tableau
    • Deep proficiency in Excel and PowerPoint
    • Experience with Qualtrics or Medallia platforms What's needed- Preferred Qualifications
      • B2B, Retail, Shopper insights experience
      • Market research vendor experienceWe Offer:
        • Inclusive culture with associate-led Business Resource Groups and resources such as the Social Justice Resource Center
        • Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays), Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more perks and benefits

Keywords: Staples, Framingham , Program Manager, Customer Experience, Executive , Framingham, Massachusetts