Senior Manager, Business Strategy - CX

Wal-Mart•Bentonville, AR

51d•$90,000 - $180,000

About The Position

Senior Manager, Customer Experience Strategy, LocalFinds What you'll do... Are you ready to shape the future of local shopping on one of the world's largest retail platforms? The LocalFinds team at Walmart is on a mission to revolutionize how customers discover and engage with local products and businesses-offering seamless experiences from first click to final checkout. As a key driver of our Customer Experience strategy team, you'll own the development and testing of end-to-end user journeys. This role will require cross-functional partnerships, strategic thinking and detail-oriented skills to deliver a frictionless and engaging experience to the Walmart customer. As the Senior Manager of CX Strategy, you will architect friction-free, end-to-end journeys that delight customers and accelerate adoption of Local Finds, while championing the "4-in-the-box" model (Product, Design, Technology, Operations) that powers innovation at Walmart. About Walmart LocalFinds The LocalFinds team is on a mission to revolutionize the shopping experience for customers seeking local products and businesses on Walmart's platforms. We are dedicated to building and scaling innovative ways for customers to discover and engage with local sellers seamlessly. You'll succeed in this role if you… Align diverse teams through clear, concise communication. Tackle ambiguous problems with curiosity and structure. Let data guide decisions and measure what matters. Juggle multiple priorities without sacrificing rigor. Think strategically yet sweat the execution details. Know e-commerce strategy, 4-in-the-Box ways of working, and test-and-learn road-mapping. Champion local sellers and entrepreneurial ecosystems. Operate comfortably from the exec boardroom to the Jira backlog.

Requirements

8+ years in e-commerce CX, product strategy or consulting, including 3+ years leading people.
Proven delivery of large-scale digital CX programs in a matrixed enterprise.
Success scaling regulated categories (alcohol, tobacco, pharma) online.
Deep expertise in journey mapping, design thinking, experimentation and CX metrics (NPS, CSAT, CES).
Bachelor's in Business, Marketing or related field; experience in consumer-tech or e-commerce environments.

Nice To Haves

8+ years in Merchandising or Site Merchandising.
Master's degree (MBA preferred).
4+ years direct people management.
6+ years in consumer-focused e-commerce.
Obsession with delivering best-in-class site experiences.

Responsibilities

End-to-end CX: Map and optimize web/app journeys to lift NPS, conversion and repeat rate.
4-in-the-Box leadership: Set priorities, manage the execution to amplify the customer voice across Product, Design, Tech and Ops.
Product & feature strategy: Build business cases, run A/B tests and iterate fast.
Tooling & analytics: Own the CX tech stack, define requirements and partner with Engineering on integrations.
Team & stakeholders: Hire, coach and inspire a small CX team; forge tight links with Merchandising, Fulfillment, Marketing and Store Ops.
Governance & scale: Define OKRs, dashboards and reporting; ensure every experience meets Walmart brand, accessibility and privacy standards.

Benefits

At Walmart, 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 (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.
Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes.
Live Better U is a Walmart-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.

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