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:

Provide Insights for Athlete Engagement across the organization:

• Partner with manager to deliver ongoing customer service insights and tailored opportunities to various business stakeholders through storytelling. Stakeholders could include Omni Fulfillment, Loyalty, Technology, eComm, Pricing, Stores, etc.

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

• Leverage VOA and contact center insights along with Athlete Engagement business goals to influence change throughout the business.

• Participate in teammate voice focus groups to better understand satisfiers, dissatisfiers, and high effort contacts to bring Voice of Teammate into prioritization and strategic initiatives.

• Utilize multiple technology systems such as CRM teammate tool, Medallia, Level AI and identify and gather insights and bring together these 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.

Drive meaningful strategies based on Athlete Engagement feedback:

• Design and implement customer experience strategies for processes such as returns or our price matching policy for Athlete Engagement that align with business goals and enhance overall customer satisfaction.

• Identify experience gaps and outliers within process, brand standards, policies, product, etc and drive opportunities for improvement with results across business partners with contact data and athlete voice insights.

• Clearly communicate customer insights across multiple levels and departments of the organization through methods such as creating presentations illustrating Athlete Engagement contact volume, voice of teammate, Voice of Athlete and participating in consistent reviews with relevant stakeholders.

Advocate Teammate Voice to Develop More Effective Customer Service Processes:

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

• Build strong relationships with contact centers and internal teammates and stay close to operations and insights in order to be well versed on emerging themes and identify bugs or issues within the business.

• Deep dive into DSATs and high recontact interactions to provide real scenarios to the business as well as Learning and Development teams to understand what gaps exist for teammate learning and process and work towards solutions.

Develop a deep understanding of Athlete Engagement service and operations:

• Dive into current SOPs to develop a deep understanding of process and policy for Athlete Engagement to become more informed on what opportunities we have for improvement and what business decisions or programs drive contacts.

• Work closely with Learning + Development teams to be able to deliver real-time findings so we can inform contact centers and pivot as needed.

• Become immersed in contact center platforms to become skilled in navigating each tool and understanding where data comes from and lives.

• Familiarize yourself with each function of Athlete Engagement such as, operations, insights, specialty services, learning & development, and vendor support.

QUALIFICATIONS:

• Bachelor's Degree in a Business or related field

• 3 - 5 Years of Customer Experience, Strategy, Customer Satisfaction, Data & Analytics

• Skilled in qualitative and quantitative research

• Qlik

• Medallia

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