Manager, CX Analytics (Enterprise Customer Delivery Experience)

Position Purpose

The Manager, CX Analytics (Enterprise Customer Delivery Experience) plays a pivotal leadership role in shaping and improving the experiences millions of customers have when receiving products from The Home Depot.

From delivering a vanity to a customer's home, coordinating a major appliance installation, fulfilling a professional contractor's jobsite order, or resolving a delivery issue before it becomes a customer escalation, this leader helps uncover the insights that power better customer outcomes.

This role serves as a strategic thought partner across Delivery, Supply Chain, Product, Customer Experience, Operations, Contact Centers, and Technology teams to identify friction, measure what matters, and transform complex data into actionable strategies that improve delivery experiences at scale.

The ideal candidate combines strong analytical expertise with customer obsession, business acumen, and leadership capabilities. They are passionate about solving difficult customer and operational challenges, thrive in ambiguity, and inspire teams to use data, experimentation, and emerging AI capabilities to drive meaningful change.

This leader will manage a team of analysts while helping establish the future vision for customer experience measurement across Enterprise Delivery, ensuring The Home Depot continues to deliver best-in-class experiences for customers, associates, and Pros.

Key Responsibilities

• Customer Experience & Strategy Leadership
• Lead a team of analysts responsible for measuring, monitoring, and improving Enterprise Customer Delivery Experience performance.
• Partner with senior leaders across Delivery, Supply Chain, Product, Customer Care, Operations, and Technology to identify customer pain points and translate strategic objectives into measurable outcomes.
• Drive the development of customer-centric analytics that uncover root causes of delivery friction and reveal opportunities to improve end-to-end experiences.
• Influence business decisions through compelling storytelling, actionable insights, and customer-focused recommendations.
• Serve as a trusted advisor to business partners by connecting customer behavior, operational performance, and financial outcomes.
• Advanced Analytics & Measurement
• Design and implement scalable measurement frameworks, KPIs, and analytics solutions that provide visibility into customer experience and delivery performance.
• Lead analytical initiatives that quantify customer friction, identify operational inefficiencies, and measure the impact of experience improvements.
• Apply advanced analytics techniques, experimentation, predictive modeling, segmentation, and statistical methodologies to solve complex business problems.
• Ensure consistency and rigor in metric definitions, governance, reporting, and analytical best practices across the organization.
• Identify leading indicators that enable teams to proactively improve customer experiences before issues impact customers.
• Product & Innovation Partnership
• Collaborate closely with Product Managers, UX Designers, Engineers, and Business Stakeholders to establish success metrics and evaluate product investments.
• Influence product roadmaps through data-driven insights and customer behavior analysis.
• Champion the use of AI and emerging technologies to improve insight generation, operational efficiency, and decision-making capabilities.
• Evaluate and scale innovative analytics approaches that help the organization better understand customer experiences and anticipate future needs.
• Team Leadership & Development
• Lead, coach, and develop a high-performing analytics team focused on growth, execution excellence, and customer impact.
• Establish a culture of curiosity, accountability, collaboration, and continuous improvement.
• Help team members strengthen technical expertise, business acumen, stakeholder management, and storytelling capabilities.
• Create an environment where team members are empowered to challenge assumptions, innovate, and drive meaningful outcomes.

• Reports to a Sr Manager, Decision Analytics.
• This position has 1 direct report

• Typically requires overnight travel less than 10% of the time.

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

• Master's degree in Analytics, Data Science, Business, Information Systems, Operations Research, Economics, Statistics, or related field.
• 5-7+ years of experience in analytics, customer experience, product analytics, strategy, consulting, operations analytics, or related disciplines.
• Demonstrated experience leading analytical initiatives that influenced business strategy or customer experience outcomes.
• Advanced proficiency in SQL and experience working with large-scale datasets.
• Strong experience with Tableau or similar visualization and business intelligence platforms.
• Experience utilizing Python, R, or other advanced analytical tools.
• Experience partnering with product, operations, customer experience, supply chain, or technology organizations.
• Demonstrated ability to solve ambiguous problems through structured analytical approaches.
• Passion for understanding customer behaviors, journey analytics, and experience improvement.
• Experience leveraging AI-enabled analytics tools and modern analytical techniques to enhance business outcomes.

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

• No additional education

• 4

• No additional years of experience

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