Customer Information Operations Analyst Senior - PAN

Grainger Businesses•Panama City, FL

8d•Hybrid

About The Position

The Sr. Customer Information Operations Analyst drives continuous improvement initiatives across the Customer Information Research Operations (CIRO) organization. The role identifies and resolves complex operational challenges by designing and implementing scalable processes, developing reporting and automation solutions, and leveraging AI-enabled capabilities to enhance operations. The analyst also leads change management efforts to support successful adoption and deliver measurable improvements in quality, efficiency, and overall operational performance. The position leads cross-functional projects, analyzes operational data and processes, develops reporting and dashboards, and implements process, technology, automation, and AI-enabled solutions. It partners with CIRO leaders and other stakeholders to translate business needs into practical improvements, supports change adoption, and serves as a subject matter expert in continuous improvement, business process management, operational analytics, and reporting.

Requirements

Bachelor's degree in Business Administration, Operations Management, Data Analytics, Engineering, Information Systems, or a related field.
At least 3 years of experience in continuous improvement, process improvement, operations, data analytics, technology, or a related field.
At least 1 year of experience leading cross-functional projects and developing reporting, automation, or technology-enabled solutions.
Strong analytical and problem-solving skills, including the ability to identify root causes, evaluate alternatives, and implement effective business solutions.
Project and process management skills, including managing priorities and dependencies and delivering results on time.
Experience applying continuous improvement methodologies, including Lean Six Sigma tools and techniques.
Advanced data analysis and technical skills, including proficiency in SQL and Python.
Experience working with Snowflake, reporting platforms, and data visualization tools.
Experience designing, developing, testing, and implementing automation and AI-enabled solutions to improve operational efficiency.
Strong understanding of business process management and end-to-end workflow analysis.
Ability to translate business requirements into process improvements, reporting solutions, and technology enhancements.
Change management skills, including stakeholder engagement, risk management, and adoption planning.
Excellent written and verbal communication skills in English, including the ability to present complex information to technical and non-technical audiences.
Collaboration and stakeholder management skills, with the ability to influence without direct authority.
Ability to work independently, exercise sound judgment, and manage multiple priorities.
Ability to quickly learn and adapt to changing business processes, technologies, and organizational priorities.

Nice To Haves

Lean Six Sigma Green Belt certification or equivalent continuous improvement certification.
Experience with AI-enabled tools and operational automation solutions.
Experience with data visualization and business intelligence platforms.

Responsibilities

Lead and execute cross-functional continuous improvement and operational projects across CIRO, defining scope, requirements, deliverables, and solutions to achieve business objectives.
Analyze complex operational challenges, identify root causes, evaluate alternatives, and implement improvements to quality, efficiency, and performance.
Design, develop, and maintain operational and quality reporting, metrics, and dashboards that provide visibility into performance, capacity, quality, and process trends.
Use SQL, Snowflake, and data visualization or reporting tools to extract, analyze, and structure operational data and support data-driven decisions.
Lead change implementation for assigned projects by defining implementation requirements, coordinating activities, managing risks and dependencies, and supporting timely delivery and adoption.
Coordinate documentation updates with process owners and validate that documentation reflects implemented changes and established standards.
Partner with CIRO leaders, process owners, QA, Sr. Researchers, and cross-functional stakeholders to gather requirements and translate operational needs into process, reporting, and technology solutions.
Identify and recommend continuous improvement and automation opportunities using operational data, stakeholder feedback, and process performance.
Serve as a subject matter expert in continuous improvement, business process management, operational analytics, and reporting, providing guidance and analytical support across CIRO.
Design, develop, test, and implement automation and AI-enabled solutions that improve workflows and efficiency while following technical, data, and governance standards.