Senior Analyst, Process Improvement- Service Design Marketplace - Walmart

Who We Are

Join Walmart and your work could help over 275 million global customers live better every week. Yes, we are the Fortune #1 company. But you’ll quickly find we’re a company who wants you to feel comfortable bringing your whole self to work. A career at Walmart is where the world’s most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our stores. Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement.  From day one, you’ll be empowered and equipped to do the best work of your life. careers.walmart.com

About the Marketplace Shared Services Team:

We help our Marketplace partners by providing a dynamic approach to meeting their needs. This emerging team is continually implementing new processes and growing rapidly.  We are enthusiastic about delivering for our customers and are a fun, hardworking, and innovative team looking for more associates to join the group.

What you will do as a Service Designer

We are seeking an innovative and customer-focused Service Designer to join our dynamic e-commerce marketplace team. As a Service Designer, you will be responsible for developing and optimizing customer support services to enhance the overall customer experience. You will collaborate with cross-functional teams to design, implement, and continuously improve service processes, ensuring they are efficient, user-friendly, and aligned with our brand values.
 

You’ll make an impact by:

Service Design & Strategy:

• Develop and implement service design strategies that improve the customer support experience.
• Conduct research and gather insights on customer needs, pain points, and behaviors to inform service design.
• Create and maintain service blueprints, customer journey maps, and other service design artifacts.

Process Improvement:

• Identify opportunities to streamline and optimize customer support processes.
• Work closely with customer support teams to understand current workflows and identify areas for improvement.
• Develop and test new service concepts, processes, and tools.

Collaboration & Communication:

• Collaborate with product managers, UX/UI designers, developers, and other stakeholders to ensure seamless integration of service design with the overall product.

• Facilitate workshops and design sprints to generate ideas and solutions.
• Communicate design concepts and strategies clearly and effectively to stakeholders at all levels.

 Implementation & Evaluation:

• Oversee the implementation of new service designs and ensure they meet the desired objectives.
• Monitor and evaluate the effectiveness of implemented solutions, using metrics and customer feedback to drive continuous improvement.
• Stay updated with industry trends, best practices, and emerging technologies in service design and customer support.

The above information has been designed to indicate the general nature and level of work performed in the role.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.

Minimum Qualifications:

• 3-5 years of experience in eCommerce
• 3-5 years of experience in customer support
• Experience in service design projects and methodologies.

Preferred Qualifications:

• Excellent problem-solving skills and a keen eye for detail.
• Proficient in design tools such as Adobe Creative Suite, Sketch, Figma, or similar.
• Strong analytical skills and the ability to translate data into actionable insights.
• Excellent communication and presentation skills, with the ability to articulate complex ideas clearly.
• Ability to work collaboratively in a fast-paced, team-oriented environment.

Benefits & Perks: 

Beyond competitive pay, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more. 

Equal Opportunity Employer 

Walmart, Inc. is an Equal Opportunity Employer – By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, ideas, and opinions – while being inclusive of all people. 

You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.

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