o Tracking customer experience across multiple retail channels to give voice to over 200
million customers across 4500+ stores in the US by leveraging huge amount of data in form
of customers’ survey response and other internal data (sales, visits, campaigns etc.)
o Designing KPIs to quantify and track the performance of store associates and to help
Divisional/Regional managers understand the primary reasons driving good or bad
customer experience in their areas
o Defining store performance goals based on historical and expected performance in terms of
customer satisfaction KPIs
o Creation of SQL based backends for dashboards helping end-users at different levels of
business hierarchy to regularly assess their performance in absolute and relative terms
o Store incentive report – setting up logics and providing quarterly and annual incentive
reports at store level, impacting ~$ 1 billion variable payouts for associates and managers
o Lift and churn analysis of different payment methods
o Purchase behavior analysis of single channel vs multi-channel customers
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