Sr. Specialist, Enterprise Customer Experience

Company Overview

Grainger is a broad line, business-to-business distributor of maintenance, repair and operating (MRO) supplies and other related products and services. More than 3.2 million businesses and institutions worldwide rely on Grainger for products such as safety gloves, ladders, motors and janitorial supplies, along with services like inventory management and technical support. These customers represent a broad collection of industries including commercial, government, healthcare and manufacturing. They place orders online, on mobile devices, through sales representatives, over the phone and at local branches. Approximately 5,000 suppliers provide Grainger with more than 1.6 million products stocked in Grainger’s distribution centers and branches worldwide.


Position Description

-Consult with aligned internal business units to manage and improve the customer experience.

-Design and maintain our customer experience metrics program.

-Coordinates/collaborates with stakeholders from various functions/business units to build and run a customer experience metrics program.

-High degree of expertise in a subset of the following: customer experience metrics, market research, qualitative/quantitative data analysis, continuous improvement, service design, and other relevant practices.

-Collaborate with team members and partners to create a vision for customer experience excellence at Grainger, and execute against that vision.

-Independently plan, scope and execute on their work.

-Balance competing deadlines, business partners, project work and priorities.

-Create compelling reports and deliverables that are comprehensive yet brief, and that help facilitate decision-making.

-Demonstrate advanced and confident communication and decision-making skills, both verbal and visual.


Position Requirements:

-Years of experience: 6-10

-Bachelor degree in business, marketing, marketing sciences, data analytics, product/service design or related fields (advanced degree strongly preferred).

-Experience in multichannel business models preferred.

-Previous experience in a customer experience management/measurement capacity required.

-Job is based in either downtown Chicago or Lake Forest IL.

-Travel to alternate offices within the Chicago area is required up to twice per week.

-Overnight travel: no more than 10%

EEOC Statement

Grainger is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Full time
CHICAGO, Illinois 606614555, US