Athlete Engagement Insights Strategist (REMOTE)

At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams.  We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.

If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!

OVERVIEW:

Job Duties & Responsibilities

Own Insights development for Athlete Engagement across the organization:

• Own and deliver ongoing customer service insights and opportunities to the organization through storytelling

• Work with cross functional partners across eComm, Stores & Technology to develop a comprehensive, aligned Voice of Athlete and translate insights into actions and meaningful improvements for the contact center

• Track success metrics against contact reduction goals and utilize Voice of Athlete to influence change throughout the business

• Conduct regular teammate voice analysis and focus groups to enhance understanding of customer satisfiers and dissatisfiers to quantify prioritization and change management of an improved athlete experience

• Develop customized storytelling for individual teams such as technology, ecommerce experience, and fulfillment that elicit action for a better athlete experience

• Utilize multiple technology systems such as  CRM teammate tool, Medallia, Level AI and become an insights SME to bring together multiple data sources into one storyline of insights and action

• Develop close partnerships and trust with cross-functional teams throughout the business to ensure insights are actioned and trusted as a source of truth

• Join and participate in cross-functional technology and business partner meetings such as loyalty program development, sprint readouts, testing and new initiative launches

 Drive meaningful strategies based on Athlete Engagement feedback:

• Design and implement customer experience strategies for Athlete Engagement that align with business goals and enhance overall customer satisfaction

• Communicate and drive opportunities for improvement with results across l business partners with contact data and athlete voice insights

• Support future architecture of end-to-end future athlete experience vision, strategies, innovation territories and opportunity spaces and concepts through contact center insights

• Partner with enterprise channel owners to make meaningful progress on reducing athlete pain points

• Work to integrate Athlete-first strategies into cross functional planning across the organization

• Clearly communicate customer insights across multiple levels and departments of the organization

 Advocate Teammate Voice to Develop More Effective Customer Service Processes:

• Stay close to Athlete Engagement teammates internal and external with active feedback sessions that are summarized and actioned appropriately

• Build strong relationships with 5 different contact centers and thousands of teammates to accurately reflect prioritization and teammate needs for ultimate satisfaction and empowerment

• Deep dive into DSATs and high recontact interactions to better find actionable insights with real service examples  

• Partner daily with learning & development and operations teams within Athlete Engagement to ensure insights are paired with scalable process and policies that impact results positively

Lead and build team of customer experience strategists:

• Effectively lead and manage a strategist resource with a vision on future growth for the department

• Ensure team member goals are aligned with brand and group objectives, delivered on time and with quality

• Define roles and responsibilities for current and future team members

• Develop and prepare team members for increased levels of responsibilities and growth

• Look for ways to expand the output and capabilities of the  Athlete Engagement insights team Actively seek ways to make the insights group more effective at driving positive business strategies and results

QUALIFICATIONS:

• Bachelor's Degree business or related field

• 5-7 years experience Customer Experience, Strategy, Innovation, Market Research, Marketing Analytics, Customer Satisfaction

• Medallia

• CRM Systems

• Qualtrics

• SQL (a plus)

• Level AI

• Qlik

• Well versed in qualitative and quantitat