Sr Analyst Digital Experience Support

Target•Minneapolis, MN

1d•Hybrid

About The Position

A role on the Digital Operations & Guest Experience Team is an opportunity to make sure that Target always delivers on its brand promise to guests through seamless events and continuous improvement of their shopping journey. As part of the enterprise Digital Experience Support model, this position supports the bottom of the digital funnel across all channels. This role provides real-time, round-the-clock production environment monitoring, incident triage, and resolution through rotational extended-hours coverage and with global partnership while conducting defect and incident management for technical teams and sharing feedback and learnings with business teams. Your primary focus will be on removing friction from the bottom of funnel guest experience by influencing operational and technical capabilities related to (but not limited to) order completeness and reducing top guest contact drivers. You will leverage operational and digital expertise to triage and facilitate resolution of technical and process issues within the digital guest experience, monitor digital order pipelines, recover from guest impacting issues, execute operational support, and drive continuous improvements to the guest experience. You will also provide efficient execution of Target’s Digital business processes to maximize revenue, profitability, and guest conversion rates while ensuring a superior guest experience.

Requirements

Four year college degree, or equivalent experience
5-7 years total experience with some digital/e-commerce experience/background
Excellent analytical, critical thinking, & problem solving skills
Ability to manage dynamic, fast-paced changes
Excellent communication skills
Ability to make complex ideas simple to understand.
Experience Building and analyzing quantitative data using visualization tools (such as SQL, DOMO, Greenfield, Fullstory, etc) to build dashboards and derive insights from data.
Proficiency with Microsoft Office and other MS Applications, including excellent Microsoft Excel skills and strong Microsoft PowerPoint skills
Required to be on-call 8am-8pm including weekends for one week on ~5 week rotational basis with increased coverage during Q4 to ensure uninterrupted real-time digital experience support

Responsibilities

Independently identify and analyze operational and guest data to identify trends and build business cases to influence long term solutions that drive demand sales and improve the guest experience
Translate complex technical findings into clear, actionable mitigation recommendations for business stakeholders
Serve as a consultant and advisor to not only our Digital Operations team, but also Product, Guest Services, Fraud/Cyber, GSCL, Stores, and other key partners across the enterprise
Demonstrate advanced proficiency in digital analytics and data platforms (e.g., DOMO, Greenfield, SQL, Fullstory) sufficient to independently perform root cause analyses of production-impacting defects, develop operational monitoring views, and advise cross-functional partners on corrective strategies.
Serve as the operational liaison between various business and technology teams (across geographies) to triage, prioritize, and drive resolution of live production-impacting digital issues
Perform Lead on Duty (LOD) responsibilities as a core operational function, including continuous health metric monitoring and reporting, real-time incident command, escalated issue management, and executive-level communication during active production-impacting events.
During live digital incidents, partner with business and support teams to make critical and time-sensitive business and guest impacting decisions related to order cancellations, guest recoveries, and guest communication.