Customer & Associate Experience Analyst

Job Locations US-OH-Columbus
Requisition ID 2020-9338
Category (Portal Searching)
Store Operations


The Brand that Gets You to What’s Next

Express is the vibrant, confident lifestyle brand for ambitious people, providing the latest fashion for style-obsessed men and women since 1980. Our mission is to provide inspiration and confidence through fashion to help people get to what's next in their day, and their lives. With more than 600 retail and outlet stores throughout the United States, Puerto Rico and Latin America, and a best-in-class online/mobile shopping experience at, Express brings city-inspired style to customers across the globe.


A Workplace To Match

We think you'll like it here. 

We offer a competitive compensation and benefits package, generous associate discount, and casual work environment. Working at Express is much more than the 9 to 5. It is an opportunity to connect and engage with some of the smartest individuals in the fashion business doing work they are passionate aboutThis is the Express Life and we’re always looking for talented leaders at all levels to join our team; if this sounds like you, we'd love to chat!


Job Summary 

This position is responsible for participating in the development of long-term strategies necessary to optimize in-store experiences for our internal and external customer. They will analyze performance metrics to identify sales, experience and profit trends and opportunities through weekly reporting. They will convert data into deliverable actions through the use of store training and technology resources.


Essential Functions

Data Analysis and Reporting

  • Provide data-driven experience insights and provide clear results and KPI’s to program manager
  • Perform analysis of in-store initiatives post roll out to identify growth opportunities in Sales, Experience and Profitability
  • Analyze customer and store results around customer growth, attrition and buying behavior and recommend solutions

Drive Customer and Associate Experience Improvements

  • Collaborate with cross functional teams to streamline Associate workload and gain alignment of expected sales floor and stockroom behaviors
  • Provide recommendations for store optimization (compliment, scheduling, etc.)

Assist in development of Associate training around Operational Functions and Processes

  • Create, design and edit video training
  • Analyze and optimize recommended training materials by project (video, eLearning, self-directed or instructor led)
  • Partner with SME to write training documents as needed


Job Qualifications

Education/Experience Requirements

  • Education: Bachelor's Degree in quantitative field of study or equivalent work experience
  • Experience: 2-4 years in retail operations and/or retail stores
  • Experience with databases, querying large datasets and assessment of results
  • Demonstrated ability to recommend action plans based on data findings and execute


Preferred Qualifications (skills and abilities)

  • Experience in retail transformation/store of the future projects
  • Basic knowledge of blended learning techniques including video (creating and editing content), eLearning courses and hands-on experiences
  • Strong knowledge Microsoft Office, Word, Excel and Power Point
  • Highly creative and able to think outside the box to develop solutions that will positively impact Associates and Customers
  • Ability to learn quickly and apply what is learned in practical means
  • Ability to collaborate and work efficiently with cross-functional partners
  • Strong verbal and written communication skills enabling effective communication with all levels within the organization and with outside vendors
  • Proven success in managing and prioritizing multiple projects simultaneously


As an equal opportunity employer, Express does not discriminate in hiring or terms and conditions of employment on the basis of any federal, state, or locally protected class.  Express only hires individuals authorized for employment in the United States.



Notification to AgenciesPlease note that Express does not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Express will not consider or approve payment to any third-parties for hires made.


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