We inspire purpose-filled living that brings beauty and quality to the modern home. Together, we achieve. Associates across our business drive results, innovate, and inspire. Drawn together by our shared values and passion for our customers and our brands, we deliver home furnishings that are expertly designed, responsibly sourced, and bring timeless style and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.

We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as a Project Lead, Customer Experience

The Customer Experience (CX) Project Lead is dedicated to enhancing the overall customer journey. This individual will develop detailed customer journey maps to visualize experiences, identify pain points, and then coordinate targeted initiatives to resolve those issues. Working closely with the CX Manager, this role will manage projects derived from VoC insights, track progress against key metrics, and collaborate with various departments to ensure the successful execution of CX improvements.

This is an on-site position (Monday through Thursday) based out of our Northbrook, IL office with the flexibility to work remotely on Fridays.

A day in the life as a Project Lead, Customer Experience...

• Customer Journey Mapping: Develop, visualize, and maintain detailed customer journey maps that illustrate customer interactions, emotions, and pain points across various touchpoints. Use these maps as a foundational tool to identify and prioritize areas for improvement.
• Project Coordination: Coordinate the implementation of specific CX improvement projects, from initiation to completion, ensuring they are delivered on time and within scope.
• Cross-Functional Collaboration: Act as a key liaison between the CX team and partners in Care, Ops, Fulfillment, and Digital, facilitating communication and ensuring alignment on project goals.
• Performance Tracking: Monitor and report on the progress of contact reduction efforts and other CX initiatives, tracking key performance indicators (KPIs) and providing regular status updates.
• Insight Support: Assist the CX Manager in deep-dive investigations by gathering data, documenting findings, and identifying emerging trends related to specific customer issues.
• Process Improvement: Identify opportunities to streamline processes related to CX project execution and cross-departmental collaboration.
• Data Analysis: Analyze CX dashboards and reports to understand project impact and support the identification of new areas for improvement.

What you’ll bring to the table…  

• Exceptional analytical skills with the ability to translate data into strategic business actions.
• Ability to make recommendations based on key findings and test for improvement
• Demonstrated ability to be flexible and adaptable to changing business needs and priorities of the organization
• Sense of urgency and ability to shift and prioritize work to meet key deadlines
• Strong technical aptitude and proficiency with BI tools and data management.
• Meticulous attention to detail and a commitment to data accuracy.
• Excellent problem-solving skills and the ability to manage multiple tasks concurrently.

We’d love to hear from you if you have… 

• 2-4 years of experience in program management, systems administration, or data analysis, preferably in a CX or operations context.
• Previous experience with VoC platforms (e.g., Medallia, Qualtrics) and BI tools (e.g., Tableau, Power BI).
• Bachelor’s degree preferred

Minimum Starting Rate: $23.00 Hourly

Up to: $28.75 Hourly

Pay ranges will be adjusted upward as needed to comply with applicable state and local law. In addition to your salary, based on your role, associates may be eligible for other compensation including bonuses, sales incentives, and long term incentives.