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Sr. Analyst, Mission Control

Location: San Francisco (San Francisco)         posted: 04.15.22

The Gap Inc. has opening in San Francisco, CA for:

Job Title: Sr. Analyst, Mission Control

 

Job ID: R38288

Job Description: Identify friction (issues, defects, poor design) within the customer digital experience (website, mobile web, native web applications) for all Gap Inc. brands. Quantify friction impact (net revenue impact, Net Promoter Score (NPS) impact, etc.) to determine severity of issue and required escalation of resolution. Coordinate process-based resolution with brand merchandizers and web content producers. Facilitate discussion with IT and product partners for technical-based issue support. Monitor overall site uptime and performance. Read, categorize, and prioritize all feedback from customers regarding website and digital experience. For high priority callouts, triage issue to engage right partners (technical, process, otherwise) and facilitate resolution. QA customer experience across all brands and site elements multiple times per day to ensure experience continuity. Quantify issue impact and create business cases for experience changes across platform. Create reports and dashboards that visualize digital experience KPIs and help identify issues on the platform (error messages, faulty interactions, page load times, etc.). Monitor aforementioned reports and engage right partners when metrics are out-of-tolerance to rectify. Communicate (written) initiation, status, and resolution of all identified issues to senior company leadership.

Requirements: Bachelor’s degree or foreign equivalent in any field and 3 years of progressive post-baccalaureate experience in Retail and/or eCommerce or related occupation.

 

Experience and/or education must include: 

 

  1. Microsoft Office Suite
  2. Customer Insights Platform (Medallia)
  3. Digital Analytics Suites (Adobe Analytics, Microsoft PowerBI)

 

Job Location:     2 Folsom St, San Francisco, CA 94105

 

Please reference job ID R38288 and submit resume online at https://www.gapinc.com/en-us/careers/gap-careers

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