Business Analyst, Voice of Customer & Retail Experience

Walgreens • Deerfield, IL

1d

About The Position

This role focuses on gathering and analyzing customer requirements to improve the retail experience. The Business Analyst will act as a liaison between business, operations, and IT teams, ensuring that business and functional requirements are clearly documented, tested, and implemented. The position involves identifying operational issues, recommending solutions, and supporting the assessment and feedback process for continuous improvement. The company, Walgreens, is a well-established pharmacy and retail chain with a significant presence across the U.S., committed to providing pharmacy, retail, and health services.

Requirements

• Bachelor's Degree or High School Diploma/GED and at least 3 years of experience in retail or mail pharmacy.
• Ability to elicit requirements from business owners through a variety of methods.
• Ability to document requirements clearly and concisely for stakeholders.
• Ability to identify qualitative and quantitative indicators for success.
• Experience with requirements specification and development: process/functional requirements definition methods, JAD/RAD sessions, use case development, and process flow diagrams.
• Outstanding written and verbal communication skills.
• Excellent presentation skills.
• 2+ years analyzing customer journeys to identify improvement opportunities, satisfaction drivers, and customer pain points.
• 2+ years managing Voice of the Customer (VOC) and quantitative marketing research programs, including survey design, QA/testing, data collection, analysis, and reporting.
• 2+ years using customer feedback platforms such as Medallia, Qualtrics, InMoment, or Forsta to collect, analyze, and report customer insights.
• 2+ years performing text analytics to identify customer sentiment, themes, and trends from unstructured feedback.
• Intermediate Excel skills, including data cleaning, manipulation, and analysis using VLOOKUPs, Pivot Tables, and conditional formatting to manage large datasets.
• Experience establishing & maintaining relationships with individuals at all levels of the organization, in the business community & with vendors.

Responsibilities

• Gathers requirements using observation, interviews, surveys, questionnaires, and focus groups.
• Analyzes, classifies, and documents project scope and business requirements.
• Identifies and clarifies functional requirements using conceptual and logical processes.
• Serves as a bridge/translator between business, operations, IT, and external vendors.
• Works collaboratively with design, development, QA, and production support to ensure requirements are documented, tested, piloted, and executed.
• Identifies operational issues and recommends strategies to solve problems.
• Gathers and documents client requirements, identifying desired results and understanding opportunities or problems.
• Reviews high-level test plans, business and system requirements based on quality assurance plans.
• Gathers and documents functional requirements from business requirements, including page specs and use cases.
• Assists in scope definition and managing initiatives from definition through implementation, providing updates and communications to stakeholders.
• Provides basic end-user support in post-deployment phases.
• Supports the assessment and evaluation feedback process to ensure requirements for issue correction are addressed.
• Identifies correct resources to help define and validate requirements and specifications.
• Helps identify opportunities for improving the efficiency of the application portfolio and associated business processes.
• Interfaces with stakeholders to answer routine application and requirements questions.
• Escalates complex questions and follows up for resolution.
• Works with business owners and operations to review suggestions, system enhancements, and production issues.

Benefits

• Review benefits, please click here jobs.walgreens.com/benefits. If you are applying on a job board or unable to click on the link, please copy and paste this URL into your browser jobs.walgreens.com/bene

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree