Online Experience Analyst - Store

Overview

The Online Experience Analyst supports the delivery and optimization of a seamless digital customer experience through a combination of analysis, program execution, and testing support. Partnering closely with CX leadership, this role leverages customer data, behavioral insights, and competitive analysis to identify opportunities that improve engagement, conversion, and customer satisfaction across the end-to-end customer journey. Initial areas of focus include supporting online content optimization efforts, managing customer-facing programs such as ratings & reviews, sampling campaigns, and contextual commerce, assisting with qualitative user studies and A/B testing execution, and supporting key vendor relationships.

With exposure to cross-functional teams and evolving digital initiatives, this role offers the opportunity to build foundational expertise in digital customer experience, analytics, and optimization while expanding scope over time.

• 10% Perform ad hoc reporting based on the business needs and extract the proper data from relevant systems.
• 40% Analyze customer information (external data, internal research, site behaviors, post-transaction data) to identify the most significant opportunities to improve the customer experience across categories.
• 25% Execute system changes for promotional activity.
• 25% Execute taxonomy changes in the system necessary to support new onboarding and business changes.

• Position reports to Manager or Sr Manager, Online Experience & Optimization
• This position has 0 direct reports.

• Typically requires overnight travel less than 10% of the time.

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• No travel required

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

• Experience managing multiple projects simultaneously across diverse groups, including UX design, creative, IT web development, and QA.
• Experience with cross-collaboration in a fast-paced agile/scrum environment with site merchandising, web development engineers and user experience design teams to deliver new customer features and experiences on time and within budget.
• Experience identifying goals, metrics and analytics to measure product value
• Experience conducting user research and testing to understand needs.
• Experience conducting competitive research and analysis
• Hands-on experience with Adobe Analytics and/or Content Square
• Experience with product and site review platforms like Bazaarvoice, Power Reviews, Yotpo, Sitejabber, Trustpilot, or similar
• Familiarity with A/B testing, personalization and user research platforms such as Dynamic Yield, Optimizely, User Testing or something similar
• Analytical mindset with the ability to communicate multiple data sources in a clear and actionable way

• The knowledge, skills and abilities typically acquired through the completion of a bachelor’s degree program or equivalent degree in a field of study related to the job.

• No additional education

• 0

• No additional years of experience

• None

• None

• None

• Action Oriented
• Collaborates
• Communicates Effectively
• Customer Focus
• Drives Results