Analyst, Voice of Customer (VOC) & Retail Experience

Job Summary

Conducts qualitative and quantitative market research to capture, analyze, and translate customer feedback into actionable insights that inform business and customer experience strategies. Analyzes customer comments, themes, trends, sentiment, and behavioral patterns to identify key drivers of customer satisfaction, pain points, and opportunities for improvement.

Partners with business leaders, operations, customer experience teams, IT, analytics, and external vendors to define research objectives, requirements, and measurement strategies. Serves as a bridge between research findings and business needs by translating complex customer insights into clear, actionable recommendations. Collaborates with cross-functional teams to design, implement, test, and optimize Voice of Customer programs, including feedback collection, reporting, dashboards, and closed-loop processes.

Identifies emerging customer trends and operational issues, evaluates their potential business impact, and recommends data-driven strategies to improve customer experience, processes, products, and services. Ensures research findings and customer feedback are effectively communicated to stakeholders and used to support continuous improvement and business decision-making.

Job Responsibilities

• Gathers and documents client requirements; helps identify desired results and provides an understanding of the opportunity or problem.
• Reviews high level test plans, business and system requirements based on quality assurance plans.
• Gathers and documents functional requirements from business requirements, including page specs and use cases where needed.
• Assists in scope definition and managing initiatives from definition through implementation, providing necessary updates and communications to stakeholders.
• Provides basic end-user support in post-deployment phases, and supports the assessment and evaluation feedback process to ensure that the requirements necessary to correct issues are addressed.
• Understands and identifies the correct resources to help define and validate both requirements and specifications.
• Helps identify opportunities for improving efficiency of application portfolio and associated business processes.
• Interfaces with stakeholders to answer routine application and requirements questions. Escalates the more complex questions, but follows up for resolution.
• Works with business owners and operations to review suggestions, system enhancements and production issues.

About Walgreens

Founded in 1901, Walgreens ( proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

Basic Qualifications

• Bachelor's Degree or High School Diploma/GED and at least 3 years of experience in retail or mail pharmacy.
• Ability to elicit requirements from business owners through a variety of methods and to document requirements clearly and concisely for stakeholders.
• Ability to identify qualitative and quantitative indicators for success.
• Experience with requirements specification and development: process/functional requirements definition methods, JAD/RAD sessions, use case development, and process flow diagrams.
• Outstanding written and verbal communication skills.
• Excellent presentation skills.

Preferred Qualifications

• · 2+ years analyzing customer journeys to identify improvement opportunities, satisfaction drivers, and customer pain points.

  · 2+ years managing Voice of the Customer (VOC) and quantitative marketing research programs, including survey design, QA/testing, data collection, analysis, and reporting.

  · 2+ years using customer feedback platforms such as Medallia, Qualtrics, InMoment, or Forsta to collect, analyze, and report customer insights.

  · 2+ years performing text analytics to identify customer sentiment, themes, and trends from unstructured feedback.

  · Intermediate Excel skills, including data cleaning, manipulation, and analysis using VLOOKUPs, Pivot Tables, and conditional formatting to manage large datasets.

  · Experience establishing & maintaining relationships with individuals at all levels of the organization, in the business community & with vendors.

We will consider employment of qualified applicants with arrest and conviction records.

#VHDEI

The Salary below is being provided to promote pay transparency and equal employment opportunities at Walgreens. The actual hourly salary within this range that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled. To review benefits, please click here jobs.walgreens.com/benefits. If you are applying on a job board or unable to click on the link, please copy and paste this URL into your browser jobs.walgreens.com/benefits

Salary Range: $65000 - $130000 / Salaried