Analyst Business Relations

Job Summary

Supports all operational and support functions within Centralized Services by transforming existing processes into streamlined, scalable solutions and designing new automated workflows. This role partners closely with leadership at all levels, cross‑functional support teams, and frontline team members to drive efficiency, consistency, and continuous improvement.

Job Responsibilities

• Meets with business partners and SMEs to understand the goals and objectives throughout the stages of a project and prepare all necessary support materials. Acts as a subject matter expert with a full understanding of the designated business line of specialization.
• Anticipates future training needs and necessary updates to agent documentation based on upcoming walgreens.com promotions, email campaigns, weekly ads, regular website releases, and changes to agent tool functionality.
• Researches, writes and maintains the On-line Help, FAQ, Contact Us sections of Walgreens.com and Photo.walgreens.com. Makes changes based on business need, analytics and customer comments, using the Content Administration (BCC) system, Oracle/Right Now technologies or other CRM as needed.
• Updates SOPs, job aides or knowledge articles according to the LOB supported.
• Develops and maintains a collaborative relationship supporting cross functional CCO teams and processes for care agent success. This would include calibration sessions with the call center’s PR&A (Performance, Research & Analysis) team, Business process team, training and site operations.
• Reviews and takes action on agent feedback regarding knowledge-base documentation and procedures/tools/processes.
• Meets with internal business owners and SMEs to understand the goals and objectives throughout the stages of a project and prepare all necessary support materials for publication on the website, or updates to processes.
• Manages the material utilizing best practices and as of all available training methods including self paced or instructor lead for best results.
• Reviews .com search terms and survey data on a weekly basis, to determine the need to add new FAQs or additional content needs.
• Maintain continuity between customer help information and internal agent knowledge base information by fostering a collaborative relationship with the business process team.
• Acts as the moderator for the .com user forums. Monitors daily and posts answers as needed. Report on issues and escalate trends to the business owner. (customer complaints/system 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 web authoring and/or production experience in a business-to-consumer or business-to-business environment.
• Experience developing and delivering training curriculum for various audience levels within an organization.
• Ability to elicit requirements from business owners through a variety of methods and to document requirements clearly and concisely for stakeholders. Experience working with compliance guidelines and SOPs.
• Acting as a SME and experience analyzing reports to identify trends, issues and customer opportunities.
• Experience analyzing reports to identify trends, issues and customer opportunities.
• Experience working simultaneous work streams.
• Outstanding written and verbal communication skills.
• Experience developing ways of accomplishing goals with little or no supervision, depending on oneself to complete objectives and determining when escalation of issues is necessary.
• Intermediate level skill in Microsoft Office 2003: Word (creating and modifying text styles, numbering and sorting lists, working with sections and columns, formatting tables, and using templates and using diagrams and drawing tools), Excel (formatting text and borders of cells, working with workbooks and worksheets, using range names, referencing cells, sorting, auto filtering basic formulas and pivot tables) and PowerPoint (creating presentations, adding and removing slides, entering and formatting text, applying design templates, modifying masters, inserting graphics and objects, creating handouts).

Preferred Qualifications

Experience with Microsoft Power Platform tools ( ie. Power BI, Power Apps, or Power Automate)
Experience with contact center operations and technology
Experience using analytical skills, tools and techniques to investigate information and to draw conclusions
Experience with understanding of the systems and support for customers (both internal and external)
Experience working with virtual teams and various locations.We will consider employment of qualified applicants with arrest and conviction records.

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: $50500 - $81000 / Salaried