Job Information
Walgreens Manager, Customer Experience in DEERFIELD, Illinois
Job Description:
Job Summary:
Join a new and emerging customer experience function aimed at providing strategy towards best-in-class consumer experiences across our products and services. Responsible for supporting the Customer Experience senior leader and customer experience initiatives/projects that impact our customers’ experiences; this includes analyzing data and research, documenting findings, and creating materials that capture the needs, wants, and experiences/journeys of Walgreen’s customer segments. Contributes to and implements strategies that improve upon the customer’s end-to-end experience, encompassing all customer touch points and needs. Makes customer-led recommendations to meet and exceed Company, Division, and functional targets for Customer Experience through working with key stakeholders throughout the Company. Tracks integrated customer experiences and provides recommendations for high-impact improvements across channels and touchpoints. #LI-NL1
Job Responsibilities:
Contributes to and implements strategies that improve upon the customer’s end-to-end experience, encompassing all customer touch points.
Evaluates existing data on customer service at all customer touch points and implements strategies that significantly improve upon the existing standards at all levels.
Acts as a customer advocate and collaborates with partners across functional groups to execute customer experience strategies that will drive customer satisfaction and retention.
Examines and evaluates a broad array of processes that impact the customer experience including, but not limited to: product customer feedback, brand customer feedback, product quality, sales and marketing processes, customer service experience and wait times, exchange policies, Information Technology enhancements, and many other aspects of the end-to-end experience.
Defines and translates business goals into actionable roadmaps. Develops protocols to support improved or recommended strategies.
Oversees the development of technical/business approaches and new or enhanced technical tools
Serves as Customer Experience subject matter expert within cross-functional meetings. Proactively keeps informed and shares industry trends and new CX Methods.
About Walgreens Boot Alliance
Walgreens (www.walgreens.com) is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), a global leader in retail and wholesale pharmacy. As America’s most loved pharmacy, health and beauty company, Walgreens purpose is to champion the health and wellbeing of every community in America. Operating more than 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving approximately 8 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with platforms bringing together physical and digital, supported by the latest technology to deliver high-quality products and services in local communities nationwide.
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits
An Equal Opportunity Employer, including disability/veterans
Job ID: 1409983BR
Title: Manager, Customer Experience
Company Indicator: Walgreens
Employment Type:
Job Function: Marketing
Full Store Address: 108 WILMOT RD,DEERFIELD,IL 60015
Full District Office Address: 108 WILMOT RD,DEERFIELD,IL,60015-05145-01108-2
External Basic Qualifications:
Bachelor’s degree and at least 2 years of experience in customer insights, marketing, customer experience, analytics, pricing, consumer research, category management and/or business analysis OR High School Diploma/ GED and at least 5 years of experience in customer insights, marketing, customer experience, analytics, pricing, consumer research, category management and/or business analysis.
Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
Experience establishing & maintaining relationships with individuals at all levels of the organization.
Experience influencing stakeholders within an organization.
Experience developing and delivering presentations to various audience levels within an organization.
At least 1 year of direct leadership, indirect leadership and/or cross-functional team leadership.
Willing to travel up to 10% of the time for business purposes (within state and out of state).
Preferred Qualifications:
MBA or Master’s Degree.
Knowledge and/or experience in CPG or retail.
Experience with SQL.
Experience in collaborating with internal and external resources to develop strategies that meet department goals within budget and established timelines.
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