Online Experience Analyst

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose:​

The CX Analyst supports the delivery and optimization of a seamless digital customer experience through a combination of analysis, program execution, and testing support. Partnering closely with CX leadership, this role leverages customer data, behavioral insights, and competitive analysis to identify opportunities that improve engagement, conversion, and customer satisfaction across the end-to-end customer journey. Initial areas of focus include supporting online content optimization efforts, managing customer-facing programs such as ratings & reviews, sampling campaigns, and contextual commerce, assisting with qualitative user studies and A/B testing execution, and supporting key vendor relationships. With exposure to cross-functional teams and evolving digital initiatives, this role offers the opportunity to build foundational expertise in digital customer experience, analytics, and optimization while expanding scope over time.

Key Responsibilities:

• 10% Perform ad hoc reporting based on the business needs and extract the proper data from relevant systems.
• 40% Analyze customer information (external data, internal research, site behaviors, post-transaction data) to identify the most significant opportunities to improve the customer experience across categories.
• 25% Execute system changes for promotional activity.
• 25% Execute taxonomy changes in the system necessary to support new onboarding and business changes.

Direct Manager/Direct Reports:

• Position reports to Manager or Sr Manager, Category Experience
• This position has 0 direct reports.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• No travel required

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Experience managing multiple projects simultaneously across diverse groups, including UX design, creative, IT web development, and QA.
• Experience with cross-collaboration in a face-paced agile/scrum environment with site merchandising, web development engineers and user experience design teams to deliver new customer features and experiences on time and within budget.
• Experience identifying goals, metrics and analytics to measure product value
• Experience conducting user research and testing to understand needs.
• Experience conducting competitive research and analysis
• Hands-on experience with Adobe Analytics and/or ContentSquare
• Experience with product and site review platforms like Bazaarvoice, PowerReviews, Yotpo, Sitejabber, Trustpilot, or similar
• Familiarity with A/B testing, personalization and user research platforms such as Dynamic Yield, Optimizely, User Testing or something similar
• Analytical mindset with the ability to communicate multiple data sources in a clear and actionable way

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 0

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Action Oriented
• Collaborates
• Communicates Effectively
• Customer Focus
• Drives Results

For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents: