What are the responsibilities and job description for the Manager, Innovations: Experience Strategist position at Sam's Club?
Position Summary...
What you'll do...
We’re looking for an Experience Strategist to work at the intersection of strategy, technology and innovation. You’ll be strong at forming relationships quickly and moving fast, while using design thinking methodologies, user insight and data to align the organization around what matters to our members.
About the Team
Reimagining Retail is what Sam’s Club is all about. We connect the physical and digital worlds to bring innovative experiences to life.
Sam’s Club is building Clubhouse, a dedicated space for ideas, collaboration and solutions that push our business forward and strengthen our commitment to being a member-obsessed organization. It’s a 37,000 sq. ft. design studio opening soon in Bentonville, Arkansas. Here’s where we’ll imagine next-generation retail experiences, by designing for physical and digital experiences, prototyping, user testing and so much, much more. Clubhouse will provide the collaborative environment, and you will provide the innovative mindset.
What you’ll do:
Create opportunity from complexity
Through collaboration and a hands-on approach, you will guide cross-functional teams in designing exceptional experiences that drive customer satisfaction, loyalty, and business growth.
Collaborate with teams to create benefits-driven roadmaps based on prioritized initiatives.
Deliver customer insights
Either independently, or in collaboration with our primary research team, conduct research to gain deep customer insights, analyze data, and identify pain points and opportunities throughout the end-to-end, omnichannel member and associate journey
Utilize data analytics, A/B testing, and user feedback to measure the effectiveness of experience initiatives, optimize customer journeys, and deliver data-driven recommendations to teams
Develop customer journey maps and personas that capture key touchpoints and ‘moments that matter’, pain points, and opportunities, providing a foundation for experience design and improvement.
Model human-centered behavior
Help transform our business through exceptional customer experiences aligned to strategic ambition, and outline the behavior and operations required to achieve it, driving value and impact swiftly.
Support teams in implementing recommended strategies by providing guidance, overseeing execution, and tracking the impact on customer experience metrics.
Look to the future
Work with the research team to understand the ‘as is’ experience, define a vision, and bring the future to life for our members and associates.
Stay abreast of industry trends, customer experience methodologies, and emerging technologies, contributing to thought leadership initiatives
Collaborate with teams to create benefits-driven roadmaps based on prioritized initiatives
Build and nurture relationships
Build strong relationships with leadership and key stakeholders, manage expectations, and effectively communicate strategic recommendations and project progress to stakeholders at various levels of the organization.
What you’ll bring:
4 years of experience in research, strategy, service design, experience strategy, customer experience, user experience, or a related field
Strong understanding of user-centered design principles, customer journey mapping, and persona development.
Proficiency in qualitative and quantitative research methodologies, including user interviews, usability testing, and data analysis.
Experience working with cross-functional teams
Familiarity with research and customer experience tools and platforms (e.g., customer journey mapping tools, analytics tools, User Zoom, Dscout, Dovetail, etc)
Excellent communication and presentation skills, with the ability to effectively convey complex ideas and recommendations to both technical and non-technical stakeholders.
Strong problem-solving abilities, strategic thinking, and attention to detail
A passion for delivering exceptional customer experiences and driving business outcomes.
Preferred Experience:
Confident, articulate and persuasive – clear thinking, crisp argument, summarizes well, tells good stories backed with robust detail and data
Imaginative, innovative, creative, curious – enjoys generating ideas, novel directions, solving complex problems, entering new territory, uncovering, probing, digging into the detail
Ambitious for the quality and impact of the work, and for the performance of the team
Builds high-trust relationships and foster an environment of inclusivity.
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. The full Job Description can be made available as part of the hiring process.
Benefits & Perks:
Beyond competitive pay, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.
Equal Opportunity Employer
Walmart, Inc. 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 really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.
At Sam's Club, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet!
- Health benefits include medical, vision and dental coverage
- Financial benefits include 401(k), stock purchase and company-paid life insurance
- Paid time off benefits include PTO, parental leave, family care leave, bereavement, jury duty, and voting. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.
For information about PTO, see https://one.walmart.com/notices.
- Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
Live Better U is a company paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart.
The annual salary range for this position is $90,000.00-$180,000.00
Additional compensation includes annual or quarterly performance bonuses.
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications: Bachelor’s degree in Business, Finance, Science, or related field and 1 year’s experience in program management, operations management, design innovation, financial analysis, or related area OR 3 years’ experience in program management, operations management, design innovation, financial analysis, or related area.Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Microsoft Office, Product Development, Product Management, Supervising AssociatesMasters: Finance, Masters: SciencePrimary Location...
2101 Se Simple Savings Dr, Bentonville, AR 72712-4304, United States of AmericaSalary : $90,000 - $180,000