Senior, Consumer Insights - Customer Experience

Be part of an amazing story

Macy’s is more than just a store. We’re a story. One that’s captured the hearts and minds of America for more than 160 years. A story about innovations and traditions…about inspiring stores and irresistible products…about the excitement of the Macy’s 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We’ve been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Job Overview

The Senior, Consumer Insights, is a customer-obsessed problem solver who leverages multiple data sources, including customer experience (CX) data (NPS & CSAT), primary and secondary customer research, customer engagement and behavioral data, and journey analytics, to generate actionable insights and motivate teams into action. They collaborate across functions, partnering with teams in Stores, Digital, Product Management, Marketing & Strategy, to surface points of friction for the customer and serve as a strategic partner in ideating, optimizing, and tracking progress against solutions.

What You Will Do

• Lead strategic customer research, utilizing CX Feedback, NPD market share data, or primary research.
• Own CX measurement and provide strategic support for large-scale and cross-domain initiatives. This involves leveraging data and insights from our established CX survey system, measuring NPS & CSAT, and incorporating additional customer data sources when relevant.
• Support CX opportunity business case development, including quantifying the customer impact of experience changes expected to either degrade or improve the customer experience. This includes utilizing the linkage between key CX metrics and sales/profit.
• Independently act as a strategic partner in prioritization, solution ideation, and collaboration coordination to address the most significant CX opportunities.
• Proactively identify new areas for analysis, refresh surveys based on the strategic objectives of the organization, and ensure that metrics are appropriately used in dashboards, planning goals, KPIs, etc.
• Partner and build relationships with key stakeholder teams, including customer and product analytics, digital product management, logistics, store operations, loyalty programs, and personalization.
• Collaborate across the Consumer Insights team and other analytics partners to provide context and explanation to data findings.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities

Skills You Will Need

Analytical Skills: Ability to effectively analyze data from various sources to derive meaningful and actionable insights.

Project Management: Proficient in managing projects, processes, and organizational tasks. Capable of handling multiple projects simultaneously and delivering high-quality results promptly.

Communication: Excellent written and verbal communication skills to influence business partners and senior leaders across the organization.

Interpersonal Skills: Outstanding interpersonal skills, capable of collaborating effectively using a broad range of influence styles to achieve desired outcomes. Regarded as a true team player.

Proactive Work Style: Demonstrates a proactive approach to work and the ability to work independently, managing activities efficiently. Comfortable operating in ambiguous environments and capable of bringing structure to such situations.

Self-Initiative: Self-starter with a strong sense of curiosity, persistence, and flexibility. Possesses a "can-do" attitude and is eager to take on challenges.

Who You Are

• Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply. MBA preferred.
• 4-7 years of professional work experience, ideally with ecommerce, omni-channel retail, or management consulting experience.
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
• Able to work a flexible schedule based on department and company needs. 

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some additional benefits we offer include:

• Merchandise discounts 
• Performance-based incentives 
• Annual merit review 
• Employee Assistance Program with mental health counseling and legal/financial advice 
• Tuition reimbursement 

Access the full menu of benefits offerings here.

About Us

This is a great time to join Macy’s! Whether you’re helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people’s lives. 

Join us and help write the next chapter in our story - apply today!

This job description is not all-inclusive. Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

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