Manager, Business Strategy - Walmart+ Member Experience

Position Summary...

What you'll do...

Walmart+ is a membership program that brings undeniable value to our members through in-store and digital benefits like no other retailer can. With membership benefits like Free Delivery from Store, Free shipping with no order minimum, Mobile scan & go in-store, and Member prices on Fuel and so much more, Walmart+ helps our members save time & money.

Specific Responsibilities Include

We are looking for a Manager of Member Experience to join the Walmart+ business team, to support the team in the creation of customer journey mapping for the member experience, from prospect acquisition, through early engagement and benefit utilization in store and online.

• Work with key stakeholders to outline member pain points, gather appropriate data points and conduct data analysis, presenting findings, formulating plans, and evaluate progress
• Responsible for creating detailed customer journey and process maps to identify key touchpoints for engagement and improvement
• Collaborate with key stakeholders and business owners to evaluate and optimize existing member experiences and create guardrails and standards for new experiences 
• Create a member experience risk guideline and attend Go-to-Market (GTM) meetings and represent on behalf of member experience
• Consistently and effectively communicate member feedback to larger forums 
• Support product team to ensure member experience initiatives and identified and prioritized appropriately
• Manage change initiatives by implementing transformational change and processes; validating value and priority
• Identify industry leaders and conduct competitive analysis

The ideal candidate will be an innovative, adaptable, strategic, & results-oriented manager with a deep passion for the customer journey. This role is highly collaborative, working with talented colleagues across Product, Marketing, Walmart+, and we are looking for someone who is adaptable and can work cross-functionally. 

You'll wow us if....

• You’ve held positions in consulting or customer experience.
• You've worked in large scale, multi-organizational programs before and have the high level of detail and organization required for success.
• You're highly skilled at delivering against multiple large scale, simultaneous projects.
• You have a strong breadth of experience across Digital & eCommerce, preferably working within Customer Experience, with mapping projects.
• You are collaborative and can work across various teams to influence outcomes.
• You possess a great deal of energy and a positive attitude.
• You are comfortable and thrive under ambiguity.
• You have experience putting presentations together and communicating to all levels of leadership.
• You participate in strategic planning meetings to create alignment toward your organization's strategy.
• You have deep expertise in working in a cross functional environment, often in complex organizational matrixes.
• You have a deep understanding of Walmart's global network capabilities.
• You can have fun!

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