Work Location Type: Hybrid
About Grainger:
W.W. Grainger, Inc., is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. At Grainger, We Keep the World Working® by serving more than 4.5 million customers worldwide with products and solutions delivered through innovative technology and deep customer relationships. Known for its commitment to service and award-winning culture, the Company had 2024 revenue of $17.2 billion across its two business models. In the High-Touch Solutions segment, Grainger offers approximately 2 million maintenances, repair and operating (MRO) products and services, including technical support and inventory management. In the Endless Assortment segment, Zoro.com offers customers access to more than 14 million products, and MonotaRO.com offers more than 24 million products. For more information, visit www.grainger.com.
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Compensation
The anticipated base pay compensation range for this position is $93,800.00 to $156,400.00.
Rewards and Benefits:
With benefits starting on day one, our programs provide choice and flexibility to meet team members' individual needs, including:
- Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
- 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
- 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
- Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
- Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.
For additional information and details regarding Grainger's benefits, please click on the link below:
https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire
The pay range provided above is not a guarantee of compensation. The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills.
The anticipated compensation range described above is subject to change and the compensation ultimately paid may be higher or lower than the range described above.
Grainger reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion at any time, consistent with applicable law.
Position Details:
Reporting Director, VOC Strategy, the VOC Strategy Manager will be a proactive thought partner in the design and execution of voice of customer programs and strategies at Grainger. The VOC Strategy Manager will need to demonstrate analytical thinking, intellectual curiosity and thought leadership to Adetermine how and where Grainger listens to customers, to derive insights from what customers say and to influence and inform strategies and priorities across the business. The position will play a crucial role in creating a comprehensive view of the customer experience throughout the purchase journey.
This individual will work closely with senior leaders across the business, including within Corporate Strategy and key operational teams to understand and influence VOC opportunities and deliver proactive insights that inform and drive growth for the business across North America. This is a hybrid role located in Lake Forest, IL.
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 strong grasp of qualitative and quantitative research methodologies to refine and advance VOC programs for Grainger
- Triangulate and synthesize information across a variety of data sources to derive customer insights
- Create an analytical framework to link VOC to business impact effectively
- Communicate insights through dynamic storytelling, verbally and in writing
- Interact with and provide thought leadership to external research agencies as needed, but can drive deliverables to completion independently
- Partner with key stakeholders to provide thought leadership on how and where to leverage VOC, design and conduct research or analysis, and deliver actionable insights to influence strategy and decision-making
- Collaborate with other VOC and Corporate Strategy team members to evolve Grainger VOC capabilities and advance the organization's VOC center of excellence
You Have:
- Bachelor's Degree required. Master's degree or MBA preferred.
- 3+ years of high impact CX/market/brand research, with demonstratable understanding of methodologies and applications and ties to business impact
- Curious thinker and continuous learner
- Entrepreneurial spirit to identify issues and drive to resolution
- Self-motivated, independent, driven performer, with excellent team skills
- Excellent PowerPoint and Excel modeling skills
- Knowledge of statistical and data retrieval/analysis tools (e.g., SQL, SPSS, SAS, R, Python etc.)
- Experience with VOC/CX tools beneficial
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace.
We are committed to fostering an inclusive, accessible work 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, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.