Homemakers is looking to add a Customer Experience Analyst to our growing E Commerce Team.

This is an on-site position based in Urbandale, Iowa. We are currently looking at local candidates only. There is no relocation package associated with this position.

Customer Experience Analyst

Job Summary

The Customer Experience Analyst will support the delivery of Homemaker’s customer-focused strategy by leveraging innovative analytics to help the business make informed decisions about the customer experience, products, offers, and communications. You will identify and connect data insights with customer pain points while collaborating with cross-functional teams to help build impactful data-driven stories. You’ll deepen the company’s empathy for customers by ensuring appropriate measures, processes, and tools are in place to drive an industry-leading customer experience.

Duties and Responsibilities

• CX Analysis: Collect, analyze, and interpret customer data from various sources — including surveys, feedback, and transactional data — to identify trends, patterns, and insights that can inform customer experience initiatives.
• GA4: Actively use data from homemakers.com to better understand customer interactions, category and product engagement, impact of coupons/offers, and triggers for relevant communication.
• Feedback Management: Monitor and manage customer feedback channels, such as surveys and reviews, to extract valuable insights and track customer sentiment. Collaborate with relevant teams to address issues and capitalize on opportunities.
• Customer Journey Mapping: Support and contribute to customer journey maps to visualize touchpoints and interactions, identifying pain points and areas for improvement.
• Performance Metrics: Define, track, and report on key performance indicators (KPIs) related to customer experience, product mix, communication, offers and promotions.
• Experience Recommendations: Generate data-driven recommendations and action plans to enhance customer experience, which may include process improvements, product enhancements, and communication strategies.
• Cross-functional Collaboration: Collaborate with cross-functional teams, including Buyers, E-Commerce, Advertising, Sales, and Customer Service to implement customer experience improvements and ensure alignment with business goals.
• Customer Segmentation: Collaborate, study and improve customer segments based on behavior, preferences, and demographics to personalize interactions and marketing efforts.
• Market Research: Stay informed about industry trends, competitive landscapes, and emerging technologies to suggest innovative solutions for improving customer experience.

Requirements and Qualifications

• Bachelor's degree in Business, Marketing, Data Analytics, or a related field. A master's degree is a plus.
• Proven experience in data analysis and interpretation, with a strong proficiency in customer interaction and thinking objectively about the customer and how they engage in content and the overall Homemakers experience.
• Solid understanding of customer experience principles and methodologies.
• Excellent communication skills, both written and verbal, for presenting findings and recommendations to stakeholders.
• Strong problem-solving skills with a keen eye for detail and a commitment to continuous improvement.
• Proficiency in customer feedback management platforms and tracking and analysis software.
• Ability to work collaboratively in a cross-functional team environment.
• Familiarity with statistical analysis and data visualization tools is a plus.
• A customer-centric mindset and a passion for delivering outstanding customer experiences.
• Strong project management skills to drive initiatives from concept to implementation.

The Customer Experience Analyst position includes the following benefits:

• Medical, Dental, and Vision insurance!
• Free Company-paid life insurance!
• 401(k) matching up to half of 8%!
• Employee discounts, including at Nebraska Furniture Mart!
• 3 Weeks PTO per year!
• Paid Parental Leave
• Volunteer Time Off, 8 hours per year! Volunteer opportunities are provided.
• Paid holidays!
• On-site Starbucks!

Why Working at Homemakers Is Great!

When you join the Homemakers Retail Furniture Sales Associates team, you will be a part of a family and growth-oriented company that works for our employees. You'll find a wide variety of opportunities for development and advancement, as well as set schedule options, competitive pay, and a fantastic benefits package. This position will allow you to work with our customers in their quest to find furniture, mattresses, and accessories.

Homemakers Aim

To be Iowa's preferred furniture store by providing exceptional experiences for our customers and employees