Manager, CX Analytics (Enterprise Customer Delivery Experience)

Position Purpose:

The Manager, CX Analytics (Enterprise Customer Delivery Experience) plays a pivotal leadership role in shaping and improving the experiences millions of customers have when receiving products from The Home Depot.

From delivering a vanity to a customer's home, coordinating a major appliance installation, fulfilling a professional contractor's jobsite order, or resolving a delivery issue before it becomes a customer escalation, this leader helps uncover the insights that power better customer outcomes.

This role serves as a strategic thought partner across Delivery, Supply Chain, Product, Customer Experience, Operations, Contact Centers, and Technology teams to identify friction, measure what matters, and transform complex data into actionable strategies that improve delivery experiences at scale.

The ideal candidate combines strong analytical expertise with customer obsession, business acumen, and leadership capabilities. They are passionate about solving difficult customer and operational challenges, thrive in ambiguity, and inspire teams to use data, experimentation, and emerging AI capabilities to drive meaningful change.

This leader will manage a team of analysts while helping establish the future vision for customer experience measurement across Enterprise Delivery, ensuring The Home Depot continues to deliver best-in-class experiences for customers, associates, and Pros.

Key Responsibilities:

• 40% Collaborate with stakeholders, business partners, colleagues, developers and business analysts to deliver high quality analytics solutions
• 45% Data analytics with large volumes of data, using a wide variety of database applications / analytical tools including SQL, SAS, R, and python
• 5% Data cleansing, validation, testing
• 5% Enhancements / modifications to systems & procedures
• 5% Supporting end users, problem solving, troubleshooting

Direct Manager/Direct Reports:

• Reports to a Sr Manager, Decision Analytics.
• This position has 1 direct report

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.

Minimum Qualifications:

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

Preferred Qualifications:

• Master's degree in Analytics, Data Science, Business, Information Systems, Operations Research, Economics, Statistics, or related field.
• 5-7+ years of experience in analytics, customer experience, product analytics, strategy, consulting, operations analytics, or related disciplines.
• Demonstrated experience leading analytical initiatives that influenced business strategy or customer experience outcomes.
• Advanced proficiency in SQL and experience working with large-scale datasets.
• Strong experience with Tableau or similar visualization and business intelligence platforms.
• Experience utilizing Python, R, or other advanced analytical tools.
• Experience partnering with product, operations, customer experience, supply chain, or technology organizations.
• Demonstrated ability to solve ambiguous problems through structured analytical approaches.
• Passion for understanding customer behaviors, journey analytics, and experience improvement.
• Experience leveraging AI-enabled analytics tools and modern analytical techniques to enhance business outcomes.

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:

• 4

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• None

• PAY RANGE

• PAY RANGE

Starting pay may vary based on factors including, but not limited to, position offered and location.

• Work Location

• Work Location

Onsite - These roles offer the opportunity to be part of a team at a specific physical location. Associates in these locations work in person at a local store, warehouse, or office, supporting daily operations and building strong relationships with their teams.

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Work Location

Onsite - An associate in an onsite role works in a specific Home Depot location in order to complete their job duties.

Multisite - An associate in a multisite role works from multiple locations (e.g. Home Depot location or a customer's homes) to complete their job duties.

Hybrid - A hybrid role blends in-office and remote/virtual work locations. An associate will work from a designated Home Depot location on some days and remote/virtually on others.

Remote/virtual - An associate in a remote/virtual role does not have to be at a designated Home Depot location to complete their job duties.

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