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Manager, Voice of Customer (VOC) Strategy

Date: Oct 21, 2021

Location: Virtual Worker, IL, US, N/A LAKE FOREST, IL, US, 60045-5201 CHICAGO, IL, US, 60603-4013

Company: Grainger Businesses

About Grainger:

Grainger is North America's leading distributor of maintenance, repair, and operating products and services. Our wide assortment, deep expertise, innovative technology solutions and unparalleled customer service keep customers' operations running and their people safe.

We're looking for passionate people who can move our company forward. We have a welcoming workplace where you can build a career for yourself while fulfilling our purpose to keep the world working. We embrace new ways of thinking and recognize everyone is an individual. Find your way at Grainger.

Position Details:

Reporting to Sr Manager, VOC Strategy, the VOC Strategy Manager will be a thought partner in design and the execution of voice of customer programs and strategies at Grainger. The VOC Strategy Manager will need to demonstrate expertise to determine how and where Grainger listens to customers. Additionally you will derive insights from what customers say and use the insights to influence and inform strategies across the business. You will help create a holistic view of customer experience throughout the purchase journey.

You will work with Leaders, including Corporate Strategy and key operational teams to understand and influence VOC opportunities and provide insights that inform and promote growth for the business.

You Will:

  • Collect and analyze structured and unstructured data throughout the customer journey to proactively identify opportunities and inform strategy and functional operational effectiveness
  • Demonstrate qualitative and quantitative research methodologies to refine and improve VOC programs for Grainger
  • Triangulate and summarize information across a variety of data sources to obtain customer insights
  • Create an analytical framework to link VOC to growth
  • Communicate insights through dynamic storytelling, verbally and in writing
  • Work with external research agencies, but can bring deliverables to completion
  • Partner with key stakeholders to provide thought leadership on how and where to use VOC, design and conduct research or analysis, and provide relevant insights to influence strategy leading to key decisions
  • Work with other VOC and Corporate Strategy team members to evolve Grainger VOC capabilities and promote our VOC center of excellence

You Have:

  • Bachelor's Degree
  • 3+ years of high impact CX/market/brand research, with understanding of methodologies
  • Excellent PowerPoint and Excel modeling skills
  • Experience using analytical or dashboard tools a plus (e.g., SQL, SPSS, SAS, R, Python or Tableau)
  • Experience with VOC/CX tools beneficial

Rewards and Benefits:

With benefits starting day one, Grainger is committed to your safety, health and wellbeing. Our programs provide choice and flexibility to meet our team members' individual needs. Check out some of the rewards available to you at Grainger

  • Medical, dental, vision, and life insurance plans
  • Generous paid time off (PTO) and 6 company holidays per year
  • Automatic 6% 401(k) company contribution each pay period
  • Employee discounts, parental leave, 3:1 match on donations and tuition reimbursement
  • A comprehensive set of emotional, financial, physical and social wellbeing programs

DE&I Statement

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.