Job Description
Job Description
We are seeking a detail-oriented and execution-focused Customer Domain Specialist to join the CX SWAT team at NAPA Auto Parts. This role is responsible for ensuring the accuracy, consistency, and integrity of the Customer Domain across systems, processes, and ongoing initiatives. Operating as part of a SWAT team, the specialist will focus on resolving data, system, and process discrepancies that impact customer information and downstream operations. The role will act as a central control point across business and technology teams to ensure that customer data and related processes are reliable, aligned, and scalable.
Position Performance Measures:
- Customer Data Accuracy Rate (%) - Target: ≥ 98% accuracy across key attributes (billing, shipping, pricing, tax, hierarchy)
- SOP Compliance Rate (%) - Adherence to defined customer data governance processes
- Number of audit gaps identified in customer domain processes
- Approval Cycle Time -Time taken for customer data creation/modification approvals
- Customer Domain Initiative Success Rate (%) -% of initiatives delivered on time and meeting defined objectives
- Dependency Risk Mitigation (%) - % of risks/issues proactively identified and mitigated
Responsibilities:
Customer Domain Ownership & Integrity
- Own the accuracy and consistency of customer data across systems and platforms
- Ensure alignment of customer records, hierarchies, and attributes across all touchpoints
- Identify and resolve data discrepancies, duplication, and inconsistencies
Issue Resolution & SWAT Execution
- Act as part of a CX SWAT team to investigate and resolve critical customer domain issues
- Perform root cause analysis on system, data, and process-related defects
- Drive quick resolution in collaboration with cross-functional teams
Data Governance & Controls
- Establish and enforce data standards, definitions, and governance practices for the customer domain
- Define and monitor data quality rules, validations, and controls
- Partner with IT and data teams to ensure proper system configurations and data flows
Initiative Oversight (Customer Domain)
- Review all in-flight initiatives impacting customer data and systems
- Ensure changes align with defined data standards and do not introduce inconsistencies
- Act as a gatekeeper for customer domain-related changes
Cross-Functional Coordination
- Collaborate with product, engineering, operations, finance, and vendor teams
- Ensure consistent understanding and usage of customer data across functions
- Drive accountability for data quality and issue resolution
Monitoring & Reporting
- Track and report on data quality metrics (accuracy, completeness, duplication, error rates)
- Proactively identify risks and trends impacting customer data integrity
- Provide regular updates to leadership on issue status and improvements
Process Standardization & Improvement
- Define and document standard operating procedures for customer data management
- Identify opportunities to streamline processes and reduce manual intervention
- Drive continuous improvement in customer domain operations
- Other duties as assigned
Qualifications:
- 5+ years of experience in data management, business analysis, operations, or customer domain roles
- Strong understanding of master data management (MDM) and data governance principles
- Proven experience in data quality management, reconciliation, and issue resolution
- Experience working with customer data platforms, ERP/CRM systems, or Customer 360 environments
- Strong analytical and problem-solving skills with attention to detail
- Experience in Agile/Scrum environments preferred
- Retail or distribution industry experience is a plus
- Excellent communication and stakeholder management skills
Physical Demands / Working Environment:
- Work is performed in a standard office or hybrid environment
- High collaboration across cross-functional and technical team
Company DescriptionIntellyk is a Joint Commission Certified global staff augmentation firm providing a wide-range of talent on-demand and total workforce solutions. To know more about Intellyk, please visit our website www.intellyk.com.
We are constantly on the lookout for professionals to fulfil the staffing needs of our clients, and we currently have a job opening that may interest you.
Company Description
Intellyk is a Joint Commission Certified global staff augmentation firm providing a wide-range of talent on-demand and total workforce solutions. To know more about Intellyk, please visit our website www.intellyk.com.\r\nWe are constantly on the lookout for professionals to fulfil the staffing needs of our clients, and we currently have a job opening that may interest you.