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Senior Process Improvement Analyst

2 months ago

California, Missouri, United States Walmart Full time

Approved Locations:
Various locations available.

About the

Marketplace Shared Services Team:
Our team is dedicated to supporting our Marketplace partners with a flexible approach to fulfilling their requirements. This rapidly evolving team is consistently introducing new methodologies and expanding its reach.

We are passionate about providing exceptional service to our customers and are a vibrant, dedicated, and creative group seeking additional members to enhance our capabilities.

What you will do as

Service Designer:
We are looking for a forward-thinking and customer-centric Service Designer to become part of our dynamic e-commerce marketplace team.

In this role, you will focus on developing and refining customer support services to elevate the overall customer journey.

Your collaboration with cross-functional teams will be essential in designing, executing, and continuously enhancing service processes, ensuring they are effective, user-friendly, and aligned with our brand principles.


Minimum Qualifications:
3-5 years of experience in eCommerce

3-5 years of experience in customer support

Experience in service design projects and methodologies.

Preferred Qualifications:
Strong problem-solving abilities and attention to detail.

Proficient in design software such as Adobe Creative Suite, Sketch, Figma, or similar.

Strong analytical skills with the capacity to convert data into actionable insights.

Excellent communication and presentation skills, capable of conveying complex concepts clearly.

Able to work collaboratively in a fast-paced, team-oriented environment.

Your impact will be realized through:

Service Design & Strategy:
Formulating and executing service design strategies that enhance the customer support experience.

Conducting research and gathering insights on customer needs, challenges, and behaviors to guide service design.

Creating and maintaining service blueprints, customer journey maps, and other service design documentation.

Process Improvement:
Identifying opportunities to streamline and enhance customer support processes.

Collaborating closely with customer support teams to understand existing workflows and pinpoint areas for enhancement.

Developing and testing innovative service concepts, processes, and tools.

Collaboration & Communication:


Working alongside product managers, UX/UI designers, developers, and other stakeholders to ensure seamless integration of service design with the overall product.

Facilitating workshops and design sprints to generate ideas and solutions.

Effectively communicating design concepts and strategies to stakeholders at all levels.

Implementation & Evaluation:
Overseeing the rollout of new service designs and ensuring they meet established objectives.

Monitoring and assessing the effectiveness of implemented solutions, utilizing metrics and customer feedback to drive ongoing improvement.

Staying informed about industry trends, best practices, and emerging technologies in service design and customer support.

The above information has been designed to indicate the general nature and level of work performed in the role.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.



Benefits & Perks:
In addition to competitive compensation, you may receive performance-based incentive awards.

Other attractive benefits include 401(k) matching, stock purchase plans, paid maternity and parental leave, paid time off, various health plans, and much more.


Equal Opportunity Employer:
Our company is an Equal Opportunity Employer – By Choice.

We believe we are best equipped to help our associates, customers, and the communities we serve live better when we truly understand them.

This means recognizing, respecting, and valuing diversity—unique styles, experiences, identities, ideas, and opinions—while being inclusive of all individuals.


Who We Are:
Our organization is committed to making a positive impact on the lives of millions of customers globally. We are recognized as a leader in diversity and inclusion, sustainability, and community engagement. From day one, you will be empowered and equipped to deliver your best work.
Salary:
The annual salary range for this position is competitive, with additional compensation including performance bonuses.

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