Omnichannel Analyst

Job Overview:

The Omnichannel Analyst is responsible for analyzing fulfillment performance, identifying process opportunities, and supporting the execution of strategies that enhance the end-to-end omnichannel experience. This role requires a balance of analytical expertise and operational awareness, with the ability to interpret data, resolve issues, and implement solutions that drive efficiency and improve customer and team member experiences. The Analyst will work cross-functionally with field teams, supply chain, IT, and operations to support fulfillment execution and optimize systems and processes.

Key Responsibilities:

Data Analysis & Insights:

• Analyze omnichannel performance data to identify trends, operational gaps, and improvement opportunities across Buy Online Pickup in Store, Ship From Store, and Same Day Delivery programs
• Build and maintain reports and dashboards to monitor KPIs, fulfillment SLAs, and customer experience metrics
• Translate complex data into clear, actionable insights that inform strategy and support decision-making

Customer Experience Optimization:

• Identify friction points within the omnichannel customer journey and recommend solutions that enhance both customer satisfaction and store efficiency
• Evaluate system performance and operational workflows to identify and drive enhancements that improve efficiency, accuracy, and the overall fulfillment experience.
• Leverage customer and store feedback to support continuous improvement across fulfillment channels

Technology & Systems Integration:

• Assist in the implementation and optimization of omnichannel technologies, including CRM systems, POS integrations, and e-commerce platforms.
• Ensure data consistency and integrity across all systems to support accurate reporting & decision-making.

Collaborate with IT and cross-functional stakeholders to define, prioritize, and implement system enhancements that improve field execution and operational efficiency.

Strategic Planning & Cross-Functional Collaboration:

• Contribute to the development and execution of new omnichannel strategies that align with business goals and field needs
• Support the execution of pilot programs & A/B testing to evaluate new initiatives before full-scale rollout.
• Build strong partnerships across departments to ensure alignment, consistency, and executional success

Field & Fulfillment Support

• Partner with store teams to troubleshoot and resolve order management and fulfillment-related issues
• Monitor order queues and system behaviors to identify recurring issues and escalate as appropriate
• Support execution of Omni initiatives through direct communication with field leaders and alignment with operational partners

Qualifications:

• Bachelor's degree in Business, Operations, Data Analytics, or a related field.
• 3+ years of experience in omnichannel operations, retail analytics, e-commerce, or a similar role.
• Proficiency in data analysis tools such as Excel, Power BI, SQL, or Python.
• Strong critical thinking and problem-solving skills with a solution-oriented mindset
• Strong understanding of retail operations and customer behavior.
• Excellent verbal and written communication skills, with the ability to engage with both field and corporate audiences.
• Experience supporting store operations and resolving fulfillment/system-related issues.
• Understanding of omnichannel programs, inventory management, and customer experience best practices.
• Proven ability to manage multiple priorities in a fast-paced, cross-functional environment.