Senior Analyst, Process Improvement Specialist

3 weeks ago


San Bruno, California, United States Walmart Full time
Job Summary

We are seeking a highly skilled Senior Analyst, Process Improvement to join our dynamic e-commerce marketplace team. As a key member of our Service Design team, you will be responsible for developing and optimizing customer support services to enhance the overall customer experience.

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.
What You'll Make an Impact By
  • Developing and implementing service design strategies that improve the customer support experience.
  • Conducting research and gathering insights on customer needs, pain points, and behaviors to inform service design.
  • Creating and maintaining service blueprints, customer journey maps, and other service design artifacts.
Benefits and Perks

We offer a competitive salary range of $91,000.00-$169,000.00, plus annual or quarterly performance bonuses. Additional compensation includes stock and other benefits. We are an Equal Opportunity Employer and value diversity and inclusion in the workplace.



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