Operations Business Analyst, Home Services - Atlanta, GA

Home Depot; United States; Remote; USD 45,000 - 80,000; Full time

Job summary

An established industry player is seeking a detail-oriented VOC program specialist to enhance customer experience through insightful analysis. In this role, you'll leverage your quantitative skills to interpret customer feedback, collaborate with operations teams, and drive strategic improvements across the organization. This position offers a unique opportunity to influence key decisions and enhance customer satisfaction by transforming data into actionable insights. If you're passionate about customer experience and data-driven decision-making, this role is perfect for you!

Qualifications

• Bachelor's degree or equivalent in a relevant field is preferred.
• 3+ years of experience in business, retail, or consulting.

Responsibilities

• Analyze customer feedback to drive strategic improvements.
• Prepare insights and recommendations based on data analysis.
• Conduct customer focus groups and synthesize findings.

Skills

Quantitative Skills

Data Analysis

Problem Solving

Customer Insight Analysis

Statistical Knowledge

Education

Bachelor's Degree

Job description

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose:

Identify, distinguish and analyze multiple components of a problem and then make conclusions using high-level quantitative skills to help drive projects and bring value to the Home Depot. Participate in driving operations processes for specific areas of responsibilities and complete project tasks as assigned by managers. We are seeking a detail-oriented and analytical VOC (Voice of the Customer) program specialist to work on our customer feedback initiatives. In this role, you will be responsible for analyzing and reporting on customer insights from surveys to help drive strategic improvements across the organization. You will collaborate closely with our operations teams and Service Providers to ensure customer voices are heard and translated into actionable insights that enhance customer experience and satisfaction.

Key Responsibilities:

• Use strategic thinking to see the big picture, determine the problem and understand fundamental parts of the problem
• Prepare and deliver insights and recommendations based on analyses.
• Review sales/financial analyses (what sold/did not sell; determine which categories have potential to move upward; cost/benefit analysis; data process modeling/analysis of problems, regression analysis).
• Identify trends in consumer lifestyle and technology; conduct customer focus groups and analyze/synthesize findings. Scan business/industry trends; scan competitive landscape; analyze consumer data
• Interpret data based on specific knowledge of statistics and procedures used. Provide data to all Directors to support decision making. Provide input on forecast based on knowledge of product and technology.
• Provide input on strategy based on knowledge of industry and technology trends. Provide customers with specialized information from a variety of resources. Facilitate workout problem-solving sessions with multiple groups of people.
• Synthesize findings and derive conclusions from analyses and make oral/written recommendations to upper management. Execute tasks related to core operations projects and/or process improvements. Execute day to day processes related to their areas of responsibility. Communicate issues and roadblocks related to their areas of responsibility.

Direct Manager/Direct Reports:

• Typically reports to Operations Process Manager or Business Manager
• No direct responsibility for supervising others.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Bachelor's Degree is preferred.
• 1 year of experience business, retail, and/or consulting is preferred.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 3

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Leverages Partnerships
• Teamwork Adaptability
• Problem Solving
• Strong quantitative skills such as statistics and data analysis
• Self Development