Analyst, Online Customer Experience

Analyst Online Customer Experience

Position Overview: We are seeking an analytical, customer-obsessed Analyst to own the online shopping experience for an assigned category portfolio on HomeDepot.ca. This role is accountable for the customer's path from category entry to the product page (PIP) — shaping category landing pages, taxonomy, category attributes, and search filters/tuning so customers can find and discover the right products quickly.

Key Responsibilities:

• Understand the Customer : Leverage research and site analytics to map the customer's path from category entry to PIP, identifying friction points and opportunities to drive value across the shopping experience.
• Build a Vision : Align with stakeholders to define category landing page strategy, taxonomy, and attribute frameworks that support an intuitive shopping journey across first-party and Marketplace assortment.
• End-to-End Experience : Own the online path from category entry to PIP, collaborating with partners to continuously improve category landing pages, browse paths, taxonomy, and search filters/attribute tuning.
• Measure Results : Monitor category and search performance (conversion, search-to-PIP click-through, bounce/exit rates) and evaluate opportunities for improvement.
• Communicate : Provide clear timelines of prioritized deliverables and review results of changes to category experiences.
• Portfolio Expertise & Strategy Alignment : Lead discussions with merchants and partners to ensure business objectives align with online category strategy.
• Category Health & Execution: Assess category performance, analyze trends, and optimize taxonomy, attributes, and search filters to improve product discoverability from entry to PIP.

Competencies:

• Project Planning & Management
• Research & Web Analytics (Adobe Analytics)
• Taxonomy, Attribute & Search Filter Management
• Business Acumen - UX knowledge
• Problem Solving Ability
• Cross-Functional Team Collaboration
• Stakeholder Management

Direct Manager/Direct Reports:

• Reports to: Manager / Lead, Online Category Experience
• Direct Reports: No
• Travel Requirements:
• Limited
• 5 days a week in office s at the Store Support Centre (SSC)
• Travel to stores at minimum once a quarter for in-store working days
• Potential trips to the Innovation Centre (IC) may be required in certain situations

Physical Requirements:

• Extended sitting
• Repetitive tasks
• Quarterly store experience day requiring standing for extended periods and performing any tasks required at the store level

Working Conditions:

• Working in an office setting – computer work, camera-on virtual meetings, in-person at SSC/IC/Stores

Minimum Education:

• University/College degree in a related area of study, or equivalent experience.

Minimum Years of Work Experience:

• 2+ years in a relevant field

Minimum Leadership Experience:

• N/A

Certifications:

• None required

Other Requirements/Assets:

• Internal candidates: Must fulfill minimum time-in-position (1 year) and performance management code requirements (M+, Meets Expectations and Consistently Demonstrates)
• Proven experience managing category, taxonomy, or search/browse experience projects
• Excellent communication and interpersonal skills
• Previous experience in eCommerce and/or online merchandising is required
• An aptitude for analytics; ability to derive insights, take action, and a bias for action
• Strong problem-solving skills
• Strong organizational skills with the ability to manage multiple projects
• Strong attention to detail
• Self-starter with the ability to work independently with only general guidance
• Must be comfortable with ambiguity
• Comfortable presenting to different stakeholders and teams
• Experience with Adobe Analytics, Looker, Tableau, P360, and taxonomy/search merchandising tools (e.g., Endeca, Bloomreach, Algolia) an asset