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Director, Insights Consulting, eComm/Walmart+ Membership Experience & Care Strategy
- Location HOBOKEN, NJ
- Career Area Data Analytics and Business Intelligence
- Job Function -
- Employment Type Regular/Permanent
- Position Type Salary
- Requisition WD839042
What you'll do at
What you'll do...
Director, Walmart+ Membership Experience & Care Strategy
Walmart+ is a membership program that brings together valuable in-store and digital benefits like no other retailer can. With membership benefits like Free store delivery, Free shipping with no order minimum, Mobile scan & go in-store, Rx for less, Early Access to Deals, and Member prices on Fuel, Walmart+ helps our members save time & money.
This role is responsible for designing & delivering the Membership experience strategy for Walmart+ and premium membership programs. This is a large & growing area for Walmart as it expands its role in helping make customers lives simpler and saving them time & money every day.
The core work includes defining the optimal member experience by product/service & partnering with the business and operations teams to bring that to life. It requires an ability to understand and interpret both qualitative and quantitative data, to identify friction and pain points in the members journey & than translate that into end-to-end journey maps. This role will work with various departments across the company to turn the insights into action & create member experience strategies and roadmaps to improve the everyday experiences & influence future product/service design. Most work is project based of both large and small size. This role will help the organization adopt a “member first” mindset by advocating for member centricity at all levels. The role will also set the vision for member experience innovation and help define what the future will look like within the high growth member area.
Requirements & Scope
Collaboration: Partners with functional leadership and other cross-functional leaders across the organization (e.g., Insights, Merchandising, Operations) to develop consultative solutions for complex and/or large projects and ensure buy-in for recommendations as necessary. Proactively maintains existing relationships and develops new relationships with external business partners and vendors.
Business Partnerships: Provides consulting expertise and acts as a CX subject matter expert to senior functional leadership (e.g., VPs); articulates the needs of current and future customers to executive leadership. Reviews and influences business strategies and integrates customer strategies to achieve business objectives. Consults with executive leadership to identify and answer critical questions about customers to drive business decisions.
Leads solutions development and delivery of complex and/or large consulting projects that support multiple business areas or categories. Assists with providing overall direction across the business by analyzing business objectives and customer needs. Contributes to strategy by sharing strategic and actionable recommendations across multiple business initiatives.
Provides overall strategy & direction by analyzing business objectives and customer needs; developing, communicating, building support for, and implementing business strategies, plans, and practices; analyzing costs and forecasts and incorporating them into business plans; determining and supporting resource requirements; evaluating operational processes; measuring outcomes to ensure desired results; identifying and capitalizing on improvement opportunities; promoting a customer environment; and demonstrating adaptability and sponsoring continuous learning.
Develops and leverages internal and external partnerships and networks to maximize the achievement of business goals by sponsoring and leading key community outreach and involvement initiatives; engaging key stakeholders in the development, execution, and evaluation of appropriate business plans and initiatives; and supporting associate efforts in these areas.
People Development: Builds and leads a team, with direct reports to execute on business area or category objectives. Ensures associates are receiving learning and development opportunities (e.g., training, mentoring) for the good of the associate and Walmart. Coaches team members and provides feedback to enhance skills, knowledge and work performance. Conducts performance and career development conversations. Mentors less experienced associates and managers.
Cultivates an environment where associates respect and adhere to company standards of integrity and ethics by integrating these values into all programs and practices; developing consequences for violations or non-compliance; and supporting the Open Door Policy.
You'll wow us if….
- You’ve led multi-organizational programs before and have the high level of detail and organization required for success.
- You’ve led Customer Care or Call Center Operations before.
- You’re highly skilled at leading multiple simultaneous projects.
- You excel at coaching at all levels of the organization.
- You are an expert at mentoring focused improvement methodologies (Root Cause Analysis, DMAIC, etc.).
- You possess a great deal of energy and a positive attitude.
- You have a high learning index, a high numeric ability and high verbal reasoning skills.
- You develop and facilitate workshops to drive change in your current or past work environment.
- You participate in strategic planning meetings to create alignment toward your organization's strategy.
- You have deep expertise in working in a cross functional environment, often in complex organizational matrixes.
- You thrive and enjoy Startup / Incubation environments, often creating something from scratch.
- You have led customer/ member retention program development.
- You have a deep understanding customer’s, customer journey’s and communication journeys.
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
As permitted by applicable law, provide evidence of full vaccination as defined by CDC guidelines OR secure approval of medical or religious accommodation for the vaccination mandate., Bachelor's degree in Business Administration or related field and 5 years' experience in customer care, call center, marketing research, data analytics, consulting, or related field OR 7 years' experience in customer care, marketing research, data analytics, consulting, or related field.
5 years' supervisory experience or experience leading cross-functional teams.
Ability to travel when business needs require (<25%) with multiple night stay’s.
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
MBA in related field.
The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.As permitted by applicable law, provide evidence of full vaccination as defined by CDC guidelines OR secure approval of medical or religious accommodation for the vaccination mandate., Bachelor's degree in Business Administration or related field and 5 years' experience in marketing research, data analytics, consulting, or related
field OR 7 years' experience in marketing research, data analytics, consulting, or related field.
4 years' supervisory experience or experience leading cross-functional teams.
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.Customer Analytics in Retail OperationsMasters: Business Administration
Primary Location...221 RIVER ST, HOBOKEN, NJ 07030, United States of America
Walmart, Inc. is an Equal Opportunity Employer – By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity – unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.
"At Walmart, we get the opportunity to grow professionally and personally—all while improving how we work and what we deliver to consumers."
All the benefits you need for you and your family
- Multiple health plan options, including vision & dental plans for you & dependents
- Financial benefits including 401(k), stock purchase plans, life insurance and more
- Associate discounts in-store and online
- Education assistance for Associate and dependents
- Parental Leave
- Pay during military service
- Paid Time off - to include vacation, sick, parental
- Short-term and long-term disability for when you can't work because of injury, illness, or childbirth