Crate and Barrel
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Project Lead, Customer Experience
role at
Crate and Barrel
We inspire purpose‑filled living that brings beauty and quality to the modern home. Associates across our business drive results, innovate, and inspire. Together we deliver home furnishings that are expertly designed, responsibly sourced, and bring timeless style and function to people’s homes.
Location & Schedule This is an on‑site position (Monday through Thursday) based out of our Northbrook, IL office with the flexibility to work remotely on Fridays.
Responsibilities
Develop, visualize, and maintain detailed customer journey maps that illustrate customer interactions, emotions, and pain points across touchpoints.
Coordinate the implementation of specific CX improvement projects, from initiation to completion, ensuring on‑time, on‑scope delivery.
Act as the key liaison between the CX team and partners in Care, Ops, Fulfillment, and Digital, facilitating communication and alignment on project goals.
Monitor and report progress of contact reduction efforts and other CX initiatives, tracking key performance indicators (KPIs) and providing regular status updates.
Assist the CX Manager in deep‑dive investigations by gathering data, documenting findings, and identifying emerging trends related to specific customer issues.
Identify opportunities to streamline processes related to CX project execution and cross‑departmental collaboration.
Analyze CX dashboards and reports to understand project impact and support identification of new improvement areas.
What you’ll bring to the table
Exceptional analytical skills with the ability to translate data into strategic business actions.
Ability to make recommendations based on key findings and test for improvement.
Demonstrated flexibility and adaptability to changing business needs and priorities.
Sense of urgency and ability to shift and prioritize work to meet key deadlines.
Strong technical aptitude and proficiency with BI tools and data management.
Meticulous attention to detail and a commitment to data accuracy.
Excellent problem‑solving skills and the ability to manage multiple tasks concurrently.
We’d love to hear from you if you have…
2‑4 years of experience in program management, systems administration, or data analysis, preferably in a CX or operations context.
Previous experience with VoC platforms (e.g., Medallia, Qualtrics) and BI tools (e.g., Tableau, Power BI).
Bachelor’s degree preferred.
Compensation Minimum Starting Rate:
$23.00 Hourly Up to:
$28.75 Hourly Pay ranges will be adjusted upward as needed to comply with applicable state and local law. Associates may be eligible for bonuses, sales incentives, and long‑term incentives.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Other
Industries
Retail
#J-18808-Ljbffr
Project Lead, Customer Experience
role at
Crate and Barrel
We inspire purpose‑filled living that brings beauty and quality to the modern home. Associates across our business drive results, innovate, and inspire. Together we deliver home furnishings that are expertly designed, responsibly sourced, and bring timeless style and function to people’s homes.
Location & Schedule This is an on‑site position (Monday through Thursday) based out of our Northbrook, IL office with the flexibility to work remotely on Fridays.
Responsibilities
Develop, visualize, and maintain detailed customer journey maps that illustrate customer interactions, emotions, and pain points across touchpoints.
Coordinate the implementation of specific CX improvement projects, from initiation to completion, ensuring on‑time, on‑scope delivery.
Act as the key liaison between the CX team and partners in Care, Ops, Fulfillment, and Digital, facilitating communication and alignment on project goals.
Monitor and report progress of contact reduction efforts and other CX initiatives, tracking key performance indicators (KPIs) and providing regular status updates.
Assist the CX Manager in deep‑dive investigations by gathering data, documenting findings, and identifying emerging trends related to specific customer issues.
Identify opportunities to streamline processes related to CX project execution and cross‑departmental collaboration.
Analyze CX dashboards and reports to understand project impact and support identification of new improvement areas.
What you’ll bring to the table
Exceptional analytical skills with the ability to translate data into strategic business actions.
Ability to make recommendations based on key findings and test for improvement.
Demonstrated flexibility and adaptability to changing business needs and priorities.
Sense of urgency and ability to shift and prioritize work to meet key deadlines.
Strong technical aptitude and proficiency with BI tools and data management.
Meticulous attention to detail and a commitment to data accuracy.
Excellent problem‑solving skills and the ability to manage multiple tasks concurrently.
We’d love to hear from you if you have…
2‑4 years of experience in program management, systems administration, or data analysis, preferably in a CX or operations context.
Previous experience with VoC platforms (e.g., Medallia, Qualtrics) and BI tools (e.g., Tableau, Power BI).
Bachelor’s degree preferred.
Compensation Minimum Starting Rate:
$23.00 Hourly Up to:
$28.75 Hourly Pay ranges will be adjusted upward as needed to comply with applicable state and local law. Associates may be eligible for bonuses, sales incentives, and long‑term incentives.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Other
Industries
Retail
#J-18808-Ljbffr