Ross Stores, Inc. is a leading off-price retail chain with over 2,200 stores, committed to providing an inclusive work environment. The Analyst, Customer Insights and Reporting will support the Store Operations organization by delivering high-impact financial, operational, and customer insights analysis to improve store execution and customer satisfaction.
Responsibilities
- Support Store Operations' customer insights and reporting capability
- Serve as the subject matter expert for Ross' customer insights, analytics and reporting function, building a holistic understanding of the in store experience and how customer preferences, perceptions, and operational execution intersect to drive satisfaction
- Lead the development and analytical execution of recurring customer insights reporting (weekly, monthly, quarterly), translating customer feedback and behavioral data into actionable insights that inform Store Operations Leaders and enterprise-wide priorities
- Deliver reliable, decision ready insights that connect customer behavior, operational execution, and financial outcomes to guide leadership decisions
- Execute complex, ad hoc analyses for senior leadership, synthesizing findings into clear narratives and executive ready communications that support informed decision making
- Design and deliver practical, insight driven financial and operational analyses - leveraging Test & Learn and customer receipt survey platforms - to support pilots and process improvement initiatives, identifying performance drivers, root causes of underperformance, and profit or productivity opportunities
- Own and evolve the customer insights tool ecosystem, with primary responsibility for the customer receipt survey and mystery shopping programs capturing real-time feedback on the shopping experience
- Calculate and interpret key metrics, maintain core reporting, and ensure insights are reliable, scalable, and decision ready
- Manage third-party vendor relationships for customer insights platforms, staying ahead of enhancements and roadmaps while influencing tool development to maximize value for Field and Corporate stakeholders
- Maintain the standardized store reporting platform which Store Managers and Field Leaders access to understand key financial and operational metrics
Skills
- Bachelor's degree required (preferably in an analytical field)
- Candidates should have 1-3 years of post-college experience
- Exposure or willingness to learn Tableau and Power BI
- Requires very strong quantitative skills, a good sense of how to dissect problems and a strong ability to 'connect the dots' - e.g., understand how pieces of data interact with each other or how one finding should inform the result of another analysis
- Must be able to synthesize data, be able to error check and reconcile own work and be able to design analysis to answer specific questions
- A clear understanding of basic financial, statistical and economic concepts
- Excellent communication skills - must be able to clearly communicate results and implications of analysis in both verbal and written (PowerPoint) forms; must be able to effectively communicate with all levels of leadership
- A detail-oriented approach: Must pay very close attention to details and have the drive to get things right
- Strong fundamental business technical skills - must have strong Excel and PowerPoint skills and have an ability to quickly learn new business process software applications
- Teamwork - needs to be able to build effective working relationships within and outside the Store Finance team
- Ability to cope with pressure, multiple tasks, deadlines and rapidly changing priorities
- Must be trustworthy with confidential information
Company Overview
- For the last 40+ years, Ross Stores, Inc. has grown from a six-store chain into an $21.1 billion, Fortune 500 Company. It was founded in 1957, and is headquartered in Dublin, California, USA, with a workforce of 10001+ employees. Its website is http://rossstores.com/#.