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Sr Mgr, Customer Experience Strategy

Date: Aug 6, 2019

Location: LAKE FOREST, IL, US, 60045-5201

Company: Grainger

Grainger is a global leading broad line supplier of facilities maintenance products serving businesses and institutions. Our nearly 25,000 employees are driven to serve customers and the community in exceptional ways focusing on delivering the highest level of service. The Grainger team works closely with customers to better understand their challenges and provide cost-saving solutions. Grainger's employees serve customers more than 115,000 times every day through multiple channels. As part of a high-performing team, you’ll be able to develop your talents, and make a difference. Grainger is a Fortune 500 company and a perennial member of Fortune magazine's Most Admired Companies list.

Primary Function
Responsible for building and defining the Contact Center long-term Strategic roadmap.  Define the strategic vetting and scoping process for the US contact centers, creating an operating model to effectively move projects from strategy to deployment.  Responsible for creating a prioritization framework for CC project work aligning with LT strategy.  Partner with business leaders across MRO solutions, OTC, Supply Chain to build annual plans to support upstream work.  Lead vetting of new incoming work from upstream partners.  Lead team responsible for building data driven hypothesis of CC strategies.  Support post mortem analysis of implementations to understand impact to financial and operating KPIs.


Principal Duties & Responsibilities

  • Define and own the strategy and planning operating model.  Creating a sustainable process for vetting and scoping new projects and a framework to plan work across the contact centers.
  • Develop prioritization framework for CC roadmap and new initiatives.
  • Lead research for new strategic initiatives, building comprehensive analysis using voice of customer analysis, operations go sees/ round tables, operating metrics, financial assessment. Develop insights from analysis translate into strategies, actions and recommendations.
  • Creating strategic briefs for initiatives and programs aligning with the CCLT on problem statement and go forward plan.
  • Independently frame up a full work stream by Identifying key issues/topics, questions and hypothesis. Identifying analysis/research/data required to support work stream.
  • Develops customer experience metrics and frameworks for analysis utilizing Interaction data as well as CC  feedback.
  • Lead a team strategists to support strategic development of contact center initiatives.
  • Collaborates with CC Operational Effectiveness team to define and improve service delivery processes.
  • Manage relationship with business & strategy leaders across MRO Solutions, OTC and supply chain to build annual plans and vet incoming work.
  • Collaborates closely with MROs to enable proper execution of programs and strategies based on customer segmentation.
  • Works with CC Planning & Enablement to ensure coordinated implementation of programs and initiatives.
  • Identifies, advises and seeks feedback from business partners about business data and research needs as it relates to Contact center.

Preferred Education & Experience

  • Bachelor’s degree in Business, Strategy, Economics/Finance, Marketing, or equivalent work experience required; MBA or related advance degree preferred.
  • Analytics and data analysis skill set.
  • Minimum 7-10 years’ work experience in the areas of customer and/or business analysis.
  • Excellent Verbal and written communication skills.
  • Knowledge of Contact Center operating processes and Grainger end-to-end service delivery chain.
  • Intellectual curiosity.
  • Demonstrated leadership skills and problem solving capabilities.
  • Ability to operate in a complex, rapidly changing environment.
  • Strong strategic / innovative thinking.
  • Ability to balance and prioritize work on multiple projects
  • Strong interpersonal skills, ability to interact effectively with field employees and senior leaders of Grainger.
  • Ability to lead cross-functional teams based on influence instead of positional authority. Proven track record of execution and driving results.


EEOC Statement

“Grainger is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability, or protected veteran status.”



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