Senior, Consumer Insights - Customer Experience

Bring Your Amazing Self to Work

At Macy's, Inc. we're on a mission to create a brighter future with bold representation for all. This is our Mission Every One. We know that each person here is unique. So we respect and invest in each individual to create growth, pride, and satisfaction. If we are able to bring our whole selves to work, it translates into a more abundant and wider array of ideas and energy for all to benefit from. Our success will be built on amazing colleagues, working together.

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.

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

• Dedicated to fulfilling ideals of diversity, inclusion, and respect that Macy’s aspires to achieve every day in every way.
• 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

• An inclusive, challenging, and refreshingly fun work environment
• Competitive pay and benefits rooted in principles of equity
• Performance incentives and annual merit review
• Merchandise discounts
• Health and Wellness Benefits across medical, dental, vision, and additional insurance
• Retirement Savings Plan with 401k match opportunity
• Employee Assistance Program (mental health counseling and legal/financial advice)
• Resources for continuous learning, career growth, and leadership development
• 8 paid holidays
• Paid Time Off (first year prorated depending on start date)
• Tuition reimbursement program
• Guild education benefit funds 100% of tuition, books, and fees in designated programs
• Colleague Resource Groups (CRGs) and give-back/volunteer opportunities
• Empowerment and autonomy to perform impactful work with tangible results

About Macy’s

Now is an exciting time for a Macy's career as we continue to focus on creating exciting and memorable experiences for every Macy's customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your Macy's colleagues and customers.

Bring your creativity, energy, and ideas to the Macy's team – 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.

DIGITAL00

This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Additional benefit details are available at macysJOBS.com.