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:
The Strategy Manager, Voice of Customer Data, Analytics and Integrations (VOC), is responsible for analyzing and integrating customer feedback to inform company strategy. This hybrid role, based in Lake Forest, IL. The position reports to the Director, Voice of Customer Strategy involves:
- Leading data analysis, quality control, and standardization efforts
- Collecting and analyzing both structured and unstructured customer data to identify opportunities
- Overseeing data integrity and reporting from internal sources and Qualtrics platform
- Advising on VOC program design and execution
- Collaborating with cross-functional teams to drive business growth based on customer insights
The Strategy Manager, Voice of Customer Data, Analytics and Integrations (VOC) 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. Additionally, you will be an advisor in design and the execution of voice of customer programs and strategies at Grainger.
You will work with cross-functional team to understand and influence VOC opportunities and provide insights that inform and promote growth for the business. You will report to the Director, Voice of Customer Strategy. This is a hybrid role is located in Lake Forest, IL.
You Will:
- Lead the analysis of data from multiple systems, the cleansing and standardization of data, data quality control procedures, and data dictionary
- Collect and analyze structured and unstructured data throughout the customer journey to proactively identify opportunities and inform strategy and functional operational effectiveness
- Manage the integrity, accuracy, and consistency of data flows from internal sources and outflows from the Voice of Customer platform (Qualtrics), ensuring reliable reporting and actionable insights for key stakeholders
- Own internal and external relationships that support the flow of information, including CX SaaS software, implementation partners, and data science and engineering teams
- Understand relationships, information exchanges/handoffs, procedures, policies, and observations of work performed to achieve specific outcomes.
- Provide recommendations and lead discussions with leadership to understand business gaps in order to provide analytical solutions and an implementation plan that includes a systemic component to optimize time spent on data mining or validating the integrity of data.
- Coach and train a team that maintains reporting databases, data archives and data query tools & institute rigorous quality control over data, analyses and metrics through processes and procedures.
- Create an analytical framework to link VOC to growth
You Have:
- Bachelor's degree required
- 3+ years of experience with AWS, SQL, Python, CI/CD, Git, familiarity with: Snowflake, DBT, Airflow
- Experience with emerging reporting tools and technologies (e.g. Tableau, PowerBI).
- Strong knowledge of big data and related data analytics tools (e.g. R, VBA, Python)
- In-depth knowledge of business operations, systems requirements and IT processes and technologies.
- Proven ability to coach and mentor others; including balancing and prioritizing work on multiple projects.
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.