Senior Strategy Analyst - Lake Forest, IL

About Grainger:

Grainger is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. We achieve our purpose, We Keep the World Working®, by serving more than 4.5 million customers with a wide range of products that keep their operations running and their people safe. Grainger also delivers services and solutions, such as technical support and inventory management, to save customers time and money.

We're looking for passionate people who can move our company forward. As one of the 100 Best Companies to Work For, 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 with Grainger today.

Position Details:

You will be an important contributor that helps to define the Customer Service Center (CSC) long-term Strategic roadmap and the development of large-scale projects. Build data driven hypothesis of CSC strategies and supporting postmortem analyses of implementations to understand impact to financial and operating measurements. Will report to the Senior Manager, Customer Experience Strategy. This is a hybrid role located in Lake Forest, IL.

You Will:

• Contribute to research for new strategic programs, help build comprehensive analyses using voice of customer analyses, operations go sees/ roundtables, operating metrics, financial assessment. Develop clear insights from analyses.
• Collaborate with multiple departments across the organization to understand opportunities around Customer Experience and justify need for strategic initiative.
• Independently structure and write decks/ documents to share a simple story or portion of complex story 
• Develop Customer Experience metrics and frameworks for analyses using Interaction data and CSC feedback
• Maintain team member relationships by keeping them informed/ updated as directed.
• Contribute to KPI/ financial assessment post-implementation and develop insights to determine if we realized full benefits of product delivered 
• Inform channel strategy through research and large-scale projects.
• Independently conduct research and analyses (both quantitative and qualitative) and gather and triangulate inputs from multiple sources.

You Have:

• Analytics and data analyses skills
•  3+ years of work experience in customer and business analyses  
• Familiarity of operating in a strategic environment 
• Capability to balance and prioritize work on multiple projects 
• Competency to work with team members and senior leaders of Grainger 
•  Bachelor’s degree in statistics, economics, mathematics, or related field. Master’s degree in statistics, economics, or analytics preferred
•  Experience with linear regression, logistic regression, cluster analysis, time series analysis, or other machine learning techniques
• Experience with SPSS, SAS, R, Python, or SQL

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Rewards and Benefits:

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

• Medical, dental, vision, and life insurance coverage starts day one
• Paid time off (PTO) days and 6 company holidays per year
• 6% 401(k) company contribution each pay period
• Education assistance, including financial counseling, tuition reimbursement and low-cost degree options
• Employee discounts, parental leave, and more

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DEI 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.

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