Job Details Operations Specialist - Customer Experience - (P.18.7) Tweet Organizational Unit Michaels -> DNU - Operations - US Job Grade 24 Location Irving, TX 75063 US (Primary) Category Store Operations Job Description Basic Function: The Customer Experience Specialist develops and supports all customer facing programs in store. This includes providing all reporting for customer feedback and metrics. The Customer Experience Specialist assists in planning, training, and maintaining information required for the Voice of the Customer Program. Position is also responsible for front end programs which includes both customer facing activities as well as system (POS) planning, testing and communication. Primary Responsibilities: Drive the In-Store Customer Experience Supports all in-store customer experience programs and provides solutions to customer experience gaps as well as develops new programs to advance the level of service within the store environment. Identifies store policy and procedures that are not customer friendly as well as service gaps impeding customers from having an easy, frictionless experience. Develops and supports sales driving initiatives in-stores Produces all training materials and communications related to ongoing and new customer experience initiatives. Provides field level updates on regular basis on wins and opportunities. Works closely with marketing partners to gain insights from other customer metrics and feedback to incorporate into store communication and service programs. Assists in working with education team to drive the customer experience through events that will enhance the customer experience as well as ensure Team Members are involved. Drives additional services in-store that are proposed, developing processes, provides documentation and follow-up with field and support center partners. Partners with marketing to bridge gap between customer experiences through digital channels and incorporates them into how it translates into the store and Team Member experiences. Maintains all reporting for store, district, and zone and company level metrics on performance and trends. Updates VOC maintenance files for vendor website, ensuring proper store data is present with correct hierarchies and contacts. Works closely with DM, HR and LP on data anomalies and potential fraudulent survey information. Provides analytics on Voice of the Customer (VOC) trends, along with top and bottom performing stores/districts. Works with text analytics tools to understand underlying issues in survey feedback. Coordinates and partners with Customer Care team to identify repeat customer dissatisfaction areas. Maintains store excellence recognition program by providing field updates, determining winners and handling awards and distribution. Front End/POS Coordination Maintains front end area standards for store layouts, Five Star organization and all front end procedures for both efficiency and to ensure a great customer experience. Develops and updates all documents related to the Front End/POS and collaborates with training department to provide training and reporting through MichaelsUniversity. Partners with store engineering group to identify performance gaps and possible improvements to store procedures that will provide efficiencies for Team Members and customers. Works closely with Marketing and IT to test upcoming promotions and processes for the front end. Produces Cashier Performance reporting to field and support center. Identifies top and bottom performers to understand opportunities for improvement or gaps in training. Provides additional reporting as needed (e.g. Linebusting usage, email reporting). Works closely with IT to maintain POS enhancement requirements, problem incident logs and solution and timelines to releases. Conducts UAT on all POS initiatives and releases to identify any issues, performance losses/gains and documents all procedural changes. Works closely with stores to conduct pilots, obtain feedback and course of actions. Job Requirements Skills Required: College degree preferred Must proficient with Excel for data analysis and reporting. 1+ years of experience in customer experience field 1+ years of experience working with POS systems and front end operations. Must be able to work a flex schedule including times in which it may be necessary to work weekends and/or evenings. Ability to travel out of town on overnight trips (not to exceed 10%). Maintain regular and reliable level of attendance. Able to manage multiple projects at the same time and thrive in a challenging, fast paced environment that has frequent priority adjustments. Develop and maintain productive relationships with supervisor and key cross functional personnel in the company to understand the business systems and processes. Able to work closely with and provide support to co-workers within the team.