Digital Analyst, Voice of the Customer

We believe that difference sparks brilliance, so we welcome people and ideas from everywhere to join us in stretching what's possible.

At Tapestry, being true to yourself is core to who we are. When each of us brings our individuality to our collective ambition, our creativity is unleashed. This global house of brands - Coach, Kate Spade New York, Stuart Weitzman - was built by unconventional entrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. We're always on a journey to becoming our best, but you can count on this: Here, your voice is valued, your ambitions are supported, and your work is recognized.

A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity.

Digital Analyst, Voice of Customer

The Digital Analyst, VoC will assist the Manager, VoC in ensuring that customers receive the best user experience across the digital storefront by identifying trends and friction points impacting customers. They will be a key partner to brand, digital product, and IT teams through regular reporting and recommendations for a better shopping experience. They will also integrate themselves into the e-commerce business to ensure brand initiatives are delivered with zero to minimal customer friction.

Key Responsibilities will include the following:

• Customer Voice Advocate
  • Understand best in class merchandising practices to identify opportunities for an enhanced digital customer experience and improve the brand Customer Effort Score
  • Provide reporting and recommendations across digital teams to make better informed decisions for the customer
  • Leverage tool suite (i.e. Quantum Metrics, Google Analytics, Tableau) to monitor key business KPIS and uncover issues impacting the customer journey
  • Monitor daily feedback and close the loop with our customers through pro-active reach out for technical and user experience feedback
  • Partner with Customer/Client Services and Customer Insights stakeholders to understand trends/data from a 360 perspective to uncover widespread trends
  • Assist in creating the VoC project roadmap; effectively communicate team priorities to cross functional partners
  • Collaborate on requirements & on-boarding phases of new VoC tools
  • Collaborate on creating dashboards that share detailed & real-time customer feedback
• Digital Brand Liaison
  • Bridge the communication gap between brand e-commerce and IT teams
  • Be immersed in brand day-to-day activities to clearly understand strategies and key events
  • Partner with key stakeholders to ensure critical site staging issues are remediated before they hit the production site

The accomplished individual will possess...

• Highly analytical individual with close attention to detail
• Demonstrates ability to balance competing priorities based on strong, objective business judgement
• Customer-centric, with a sound understanding of customer experience management
• Accountable, responsible but panic-free approach when faced with critical and time-sensitive issues
• Ability to effectively communicate complex technical concepts to non-technical partners
• Strong follow-up skills and sense of urgency

An outstanding professional will have...

• 2-3 years of demonstrable experience in Site/Digital Merchandising, Digital Operations, or a similar field preferred
• BA / BS in Business, Technology or Systems Management Discipline preferred
• Experience with an enterprise PMiS required (JIRA)
• Experience creating & sharing data visualizations to provide a clear story
• Stays abreast of industry best practices

• Strong written, oral and presentation communication skills
• Strong interpersonal skills and the ability to build trust and partnerships with key stakeholders
• Retail / e-commerce experience preferred

Our Competencies for All Employees

• Courage: Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers

• Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
• Building Effective Teams: Blends people into teams when needed; creates strong morale
  and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Tapestry, Inc. is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. #LI-HYBRID #LI-AD1 Visit Tapestry, Inc. at http://www.tapestry.com/

BASE PAY RANGE $70,000.00 TO $85,000.00 Annually
Click Here - U.S. Benefits Summary