Strategy Manager, Voice of Customer

Date: Nov 16, 2023

Location: Remote, IL, US, N/A LAKE FOREST, IL, US, 60045-5201 Hybrid, IL, US, N/A

Company: Grainger Businesses

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:

The Strategy Manager, Voice of Customer (VOC) will be an advisor in design and the execution of voice of customer programs and strategies at Grainger. You will 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 main operational teams to understand and influence VOC opportunities and provide insights that inform and promote growth for the business. You will report to Senior Manager, Voice of Customer Programs and will enjoy the ability to work virtually with some travel to Corporate HQ in Lake Forest, IL. 



This position is salaried and will pay between $109,140 - $167,790 and will be eligible for an annual bonus.

The range provided is a guideline and not a guarantee of compensation. Other factors that are involved in offer decisions include, and are not limited to: a candidate's experience, qualifications, geographical area, and internal equity of the team.


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 


You Have:

  • Bachelor's Degree 
  • 3+ years of high impact Customer Experience CX/market/brand research, with understanding of methodologies 
  • Excellent PowerPoint and Excel modeling skills 
  • 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 to meet our team members' individual needs. Check out some of the rewards available to you at Grainger.

  • Paid time off (PTO) days and 6 company holidays per year
  • Benefits starting on day one, including medical, dental vision and life insurance
  • 6% 401(k) company contribution each pay period with no personal contribution required
  • Employee discounts, parental leave, tuition reimbursement, student loan refinancing, free access to financial counseling, education and more.


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.

We are committed to fostering an inclusive, accessible environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment.  With this in mind, should you need a reasonable accommodation during the application and selection process, please advise us so that we can provide appropriate assistance.