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Director, Digital Customer Experience At Macy's

Location: New York, New York

Job Description

Job Overview:

The Director – Digital Customer Experience is a strategic leadership role focused on turning customer feedback into actionable insights for business stakeholders across Macy’s Inc, focused on feedback from Macy’s Digital properties. As part of the Consumer Insights team, the Customer Experience team plays a critical role in advocating for the customer voice. The Customer Experience team partners with senior leaders across Macy’s Inc enterprise, site merchandising and digital teams, marketing, customer support, and the store leadership team to make certain that the voice of the customer is considered when making critical business decisions. Perform other duties as assigned.

Essential Functions:
  • Be an advocate for the Macy’s customer, seeking to understand their wants and needs.
  • Oversee all reporting processes on digital site experience feedback programs.
  • Ensure site feedback across devices is properly collected, analyzed, stored, and connected to site analysis and investigation tools (Quantum, Tealeaf, Adobe, Medallia).
  • Influence funding and roadmaps to bring enhancements and improvements to realization.
  • Work in close collaboration with key stakeholders (Product Management, Site Merchandising, Marketing, User Experience and Research, Contact Center, Insights, Logistics, Engineering, Technology, Creative, Stores, etc. on customer needs, trends and focus areas) to elevate the digital experience.
  • Lead analysis on ad hoc requests, turning insights into compelling stories by synthesizing research across multiple sources (satisfaction surveys, website experience feedback, etc) and bringing customer pain points to life.
  • Problem solve using root cause analysis frameworks.
  • Identify short term adjustments (website content updates, workflow), and longer term improvements which will reduce customer friction and improve overall customer satisfaction and business efficiency.
  • Support efforts to continually innovate around survey/feedback methodology to adjust to changing customer preferences.
  • Responsible for managing and mentoring two manager-level colleagues.
  • Regular, dependable attendance and punctuality.
Qualifications:

Education/Experience:
  • Bachelor’s Degree required, with coursework in statistics, economics, or market research preferred.
  • 8-10 years’ work experience in corporate consumer insights / market research / CX team, or for a research supplier with at least some CX/customer satisfaction experience.
  • Experience with site feedback platforms (Foresee, Medallia Digital, etc).
  • Background in Net Promoter (NPS) a plus.
  • Working knowledge of digital analytics, engineering, website and App feature development.
  • Ability to roll up one’s sleeves and get their hands dirty; problem solving and creating thinking a must.
  • Strong project management and organizational skills, with experience managing multiple projects/assignments simultaneously.
  • Strong analytic skills, with understanding of how to interpret data/analysis.
  • Ability to develop presentations with actionable insights to drive change.
  • Experience managing large data sets, experience with SPSS or other statistical analysis software preferred.
Communication Skills:
  • Excellent written and verbal communication skills.
Mathematical Skills:
  • Basic math functions such as addition, subtraction, multiplication, division, and analytical skills.
Reasoning Ability:
  • Must exhibit strong “customer centric” mindset and ability to analyze most important components of customer engagement that can help drive sales.
  • Persuasive written and verbal communication skills to influence business partners and senior leaders across the organization.
  • Excellent interpersonal qualities; ability to collaborate effectively using broad range of influence styles to drive desired results; works well with others and is considered a true team player.
Physical Demands:
  • This position involves regular walking, standing, sitting for extended periods of time, hearing, and talking.
  • May occasionally involve stooping, kneeling, or crouching.
  • May involve close vision, color vision, depth perception, focus adjustment, and viewing computer monitor for extended periods of time.
  • Involves manual dexterity for using keyboard, mouse, and other office equipment.
  • May involve moving or lifting items under 10 pounds.
Work Hours:
  • Ability to work a flexible schedule based on department and company needs.
This job description is not all inclusive. In addition, 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.