This Manager – Digital Customer Experience role is 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.
- Be an advocate for the Macy’s customer, seeking to understand their wants and needs.
Lead all reporting processes on digital site experience feedback programs, and lead reporting of integrated customer feedback across multiple channels (survey, site analytics, call center).
- Provide insights and recommendations to Product Management, Site Merchandising, Marketing, User Experience and Research, Contact Center, CX Strategy, Logistics, Engineering, etc. on customer needs, trends and focus areas.
Responsible for ad hoc request analyses, turning insights into compelling stories by synthesizing research across multiple sources (satisfaction surveys, website experience feedback, etc) and identifying customer pain points.
Problem solve using root cause analysis frameworks.
Identify website enhancements (website content updates, workflow), and longer term improvements which will reduce customer friction and improve overall customer satisfaction and business efficiency.
Develop and structure tools (intercept surveys, feature-specific feedback) to collect actionable customer feedback.
Participate in A/B tests of new features to provide insight on customer experience of potential new features.
Responsible for managing analyst-level direct report.
Regular, dependable attendance and punctuality.
Bachelor’s Degree required, with coursework in statistics, economics, or market research preferred.
5-7 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.
Experience with digital analytic tools (e.g., Adobe Analytics, Tealeaf, Akami, mPulse) a plus.
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.
Basic math functions such as addition, subtraction, multiplication, division, and analytical skills.
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.
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.
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.