Senior Analyst, Process Improvement- Service Design

4 weeks ago


San Bruno, California, United States Walmart Full time
Service Design and Strategy Lead

We are seeking a highly skilled Service Design and Strategy Lead to join our dynamic e-commerce marketplace team. As a Service Design and Strategy Lead, you will be responsible for developing and optimizing customer support services to enhance the overall customer experience. You will collaborate with cross-functional teams to design, implement, and continuously improve service processes, ensuring they are efficient, user-friendly, and aligned with our brand values.

Key Responsibilities:
  • Develop and implement service design strategies that improve the customer support experience.
  • Conduct research and gather insights on customer needs, pain points, and behaviors to inform service design.
  • Create and maintain service blueprints, customer journey maps, and other service design artifacts.
Requirements:
  • 3-5 years of experience in eCommerce.
  • 3-5 years of experience in customer support.
  • Experience in service design projects and methodologies.
Preferred Qualifications:
  • Excellent problem-solving skills and a keen eye for detail.
  • Proficient in design tools such as Adobe Creative Suite, Sketch, Figma, or similar.
  • Strong analytical skills and the ability to translate data into actionable insights.
  • Excellent communication and presentation skills, with the ability to articulate complex ideas clearly.
  • Ability to work collaboratively in a fast-paced, team-oriented environment.
Benefits:
  • Competitive pay and performance-based bonus awards.
  • 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and more.

At Walmart, we offer a comprehensive benefits package that includes health, financial, and time-off benefits. We are an equal opportunity employer and welcome applications from diverse candidates.



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