Customer Experience & Insights Specialist

Walmart; Montpelier (VT); On-site; USD 70,000 - 110,000; Full time

Job summary

Walmart is seeking a Customer Experience Leader in Montpelier, VT to collaborate with Sales Operations and Merchandising to identify trends and communicate insights to leadership. You will drive action plans to improve customer service and reduce contacts through data-driven strategies.

The role supports cross-functional initiatives, ensures alignment with industry standards, and trains teams on best practices while navigating evolving policies and procedures.

Qualifications

• Bachelor's degree or equivalent experience in retail, contact center management, or related area required.

Responsibilities

• Collaborates with stakeholders (e.g., Sales Operations, Merchandising, and family members) through discovery of business trends with targeted impact and communicates insights to leadership.
• Conducts root cause analysis for high‑impact issues; studies key stakeholder groups; identifies collaboration regions among departments; partners with stakeholders to broaden partnership plans; manages customer‑experience initiatives; compares partnership success and challenges; and develops action plans to improve the customer service approach.
• Executes customer service reduction plans by evaluating and sharing support trend data; identifies opportunities to reduce or mitigate contacts; incorporates findings into mitigation plans; collaborates with stakeholders and management to finalize touch‑point plans; assists implementation; and serves as liaison between the touch‑point and the stakeholders.
• Supports cross‑functional initiatives by providing input on project plans; studies schedules; communicates issues; identifies operational impacts; tracks milestones; solves problems; and assists in decision‑making and project implementation.
• Operates customer service functions with current industry trends, practices, technologies, and regulations; implements adjustments to tools, resolution standards, and policies that affect service metrics and reliability; evaluates the impact of service tactics and actions; presents findings to leadership; anticipates future operational needs; allocates resources; and ensures documentation of procedures, best practices, and standards is communicated to support operations and drives training for personnel.
• Demonstrates current expertise and applies it to improve, implement, and refine action plans by offering expert advice and guidance; aligns efforts to meet customer and business expectations; and builds commitment to ideas and rationales.
• Provides and supports enterprise solutions throughrelationship building and partnership with stakeholders; identifies business needs; defines and tests key initiatives; tracks progress and impact; captures opportunities for improvement; and adapts to competing demands, organizational changes, and new responsibilities.
• Models compliance with organizational policies and processes and promotes agency values of purpose, ethics, and integrity by integrating those into process improvement and by participating in the Open Door program; demonstrates and helps others follow these standards when executing business processes and practices.

Education

Bachelor's degree in business, finance, communications, or a related field

Job description

Walmart is seeking a Customer Experience Leader in Montpelier, VT to collaborate with Sales Operations and Merchandising to identify trends and communicate insights to leadership. You will drive action plans to improve customer service and reduce contacts through data-driven strategies.

The role supports cross-functional initiatives, ensures alignment with industry standards, and trains teams on best practices while navigating evolving policies and procedures.