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

• 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!

• Seasoned professional with extensive experience in a membership and/or subscription business, building up new programs that drive membership outcomes such as retention (i.e. churn prevention) and member lifetime value (i.e. member engagement and appeasements)
• Critical thinker and strategic mindset, with the demonstrated ability to build and drive holistic strategy, making data and insight-based decisions and showing both the ability to execute against a roadmap and also to be agile through test, learn, and iteration
• Customer/member-centric mindset; takes ownership within organization to be the voice of the customer/member, and relentlessly drives initiatives and processes to resolve customer/member painpoints , ranging from big to small
• Proven ability to work in cross-functional and matrixed environments; able to influence without authority, leveraging data and analytical insights to tell stories and secure buy-in from key stakeholders

• Subject matter expert in customer care, with significant exposure and experience working on call center technology, self-service and assisted-service care operations
• Experience building and driving account management strategy for membership/subscription business