Sr Analyst User Experience & Adoption

Brooklyn Park, Minnesota
Nov 20, 2020
Dec 06, 2020
Employment Status
Full Time
About us:

Target is an iconic brand, a Fortune 50 company and one of America's leading retailers.

The Financial and Retail Services (FRS) organization is close to the action when it comes to communication-whether with guests or Target team members. From guest service professionals and product designers, to vendor managers and financial and workforce management analysts, FRS comprises several key and high-visibility areas that elevate and nurture Target's distinctive reputation. We cultivate loyalty and satisfaction through exceptional service and support. And we foster a culture of responsive, knowledgeable and committed service-from the inside out-through enterprise services our people can count on.

Beyond our world-class contact centers, there are many important challenges to be met in other FRS teams like the FRS Operations and Product Team, which plays at the intersections of process and technology, and Service Center Support Operations (SCSO) which develops comprehensive service delivery strategies for our contact centers. FRS Product Design manages and grows loyalty, frequency and other marketing programs for all Payment Cards (RedCard, GiftCard). Our Bank Program and included credit risk and compliance functions manage Merchandise Finance, Capital Finance, Expense Management and Financial Goals and Forecasts. And the FRS Controller heads up FRS Accounting and Financial Operations, including Accounting and Control, Retail Bankcard Services, Target Card Services, Fraud Prevention & Dispute Resolution.

As a Senior Analyst on the User Experience and Adoption Team, you will work with Product Owners, end users, and Engineers as they design simple, easy-to-learn tools for FRS Service Center Agents and Target Guests. You will be accountable for co-developing adoption and change management strategies to assist Talent & Change, Service Center Leaders, and, ultimately, agents in achieving the full value of new feature functionality. You will also collaborate with your leader and partners to strategically guide guests and internal team members to the best channels to resolve their issues.

Job duties may change at any time due to business needs.

About you:

  • 2-4 years of experience
  • Strong verbal and visual communication skills
  • Demonstrated ability to translate abstract concepts into easily digestible language
  • Strong technical and analytical aptitude
  • Experienced in collaborating across departments/pyramids and driving results
  • Experience working in an agile environment (user stories, iterative development, etc.)

  • 2-4 years in a service center environment
  • Visual/graphic design experience
  • Experience in a technology organization
  • Experience with CRM tools (Salesforce, Miscrosoft Dynamics, Zendesk, etc.)
  • Experience with contact channel strategies (phone menu design, chat, email, social, etc.)

Americans with Disabilities Act (ADA)

Target will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Target store or Distribution Center or reach out to Guest Services at 1-800-440-0680 for additional information.


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