<p>About Gap Inc.</p> <p>Our brands bridge the gaps we see in the world.?Old Navy democratizes style to ensure everyone?has access to quality fashion at every price point. Athleta unleashes the potential of every woman,?regardless of body size, age or ethnicity. Banana?Republic believes in sustainable luxury for all. And Gap?inspires the world to bring individuality to modern, responsibly made?essentials.</p> <p>This simple idea-that we all deserve to belong,?and on our own terms-is core to who we are as a?company and how we make decisions.?Our team is made up of thousands of people across the globe who take risks, think big, and do good for our customers, communities, and the planet.?Ready to??learn fast, create with audacity?and lead boldly? Join our team.</p> <p>About the Role</p> <p>As part of the Contact Center Customer Experience Team at Gap Inc. the Customer Experience Omni Insights Analyst will play a critical role in evaluating the overall customer experience by providing actionable insights from all channels.</p> <p>This position serves as an important resource for data- based insights related to customers. You will utilize querying and data manipulation techniques to acquire data from various databases.</p> <p>In this role you will be expected to be hands-on with direct ownership of our most important KPIs including managing high risk issues and customer goodwill related to customer experience and retention.</p> <p>What You'll Do</p> <ul> <li>Proactively identifies strategies and opportunities to improve customer experience and retention processes and service delivery to build customer and brand loyalty and engagement. </li><li>Analyze data and develop actionable insights. </li><li>Creates and present insights and data through written and data visualization. </li><li>Support Risk Management and Field Leadership teams in identification and resolution of potentially sensitive customer situations to mitigate business risk. </li><li>Support in delivering data required by key internal business partners (Legal, Risk Management, Field, Marketing, Strategy, Product Teams, HR and ER) and external business partners (attorneys). </li><li>Deliver results through exceptional decision quality and problem-solving skills, with a focus on elevated customer experience. </li></ul> <p>Who You Are</p> <ul> <li>A curious, analytical problem solver with a keen eye for uncovering actionable insights that can be applied to drive the business and improve experience. </li><li>Proven leadership experience in retail, customer service and high-risk situations. </li><li>Strong communication skills, able to simplify complex issues for all organizational levels. </li><li>Innovative thinker, capable of enhancing customer experience through new solutions based on insights. </li><li>Skilled in deriving meaningful insights from complex data and present them through compelling storytelling. </li><li>Proficient in leveraging technology and navigating multiple systems. </li><li>Bachelor's degree in Business, Data Analytics or related field is preferred. </li><li>Previous experience performing data analysis and delivering insights and recommendations. </li><li>Previous experience with data analysis tools (Excel, SQL, etc) </li><li>Experience with Contact Center platforms. </li></ul> <p>Benefits at Gap Inc.</p> <ul> <li>Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees. </li><li>One of the most competitive Paid Time Off plans in the industry.* </li><li>Employees can take up to five "on the clock" hours each month to volunteer at a charity of their choice.* </li><li>Extensive 401(k) plan with company matching for contributions up to four percent of an employee's base pay.* </li><li>Employee stock purchase plan.* </li><li>Medical, dental, vision and life insurance.* </li><li>See more of the benefits we offer. </li><li>For eligible employees </li></ul> <p>Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. In 2022, we were recognized by Forbes as one of the World's Best Employers and one of the Best Employers for Diversity.</p>