Customer Experience Insights & Strategy Specialist

Company: Macy's
Location: New York
Posted on: May 1, 2025

Job Description:

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 Specialist, Customer Experience Insights & Strategy serves as a key individual contributor within the Consumer Insights team. This team functions as a consultative partner to stakeholders across digital product, supply chain, store operations, selling, marketing, and merchandising, bringing the voice of the customer into strategic decisions across the Macy's organization.
In this role, the specialist leads customer experience (CX) research and voice-of-customer (VoC) insights while supporting key CX strategic priorities and programs. They not only uncover what customers are saying but also translate those insights into actionable recommendations, helping cross-functional teams refine strategies through a practical, customer-centric lens.
This role is ideal for someone who is analytical and curious, demonstrates strong business acumen, communicates effectively, and confidently influences senior leaders.

What You Will Do

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• Design and lead both quantitative and qualitative Voice of Customer (VoC) and Customer Experience (CX) research across the end-to-end customer journey.
  
• Synthesize complex data into clear, compelling insights and narratives tailored to diverse audiences.
  
• Confidently present research findings to cross-functional teams and senior leadership, driving alignment and action.
  
• Act as a strategic thought partner by connecting insights to business decisions and measurable outcomes.
  
• Collaborate closely with stakeholders across digital, store operations, supply chain, marketing, UX, and analytics.
  
• Support and help lead key CX programs and initiatives, particularly those rooted in customer feedback.
  
• Proactively uncover customer trends and insights to inform innovation, enhance processes, and guide strategic direction.
  
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
  
• In addition to the essential duties mentioned above, other duties may be assigned.
  
  
  Skills You Will Need
  Customer Insights & Research Expertise - Proficient in designing and executing both qualitative and quantitative VoC and CX research to uncover actionable customer insights across the full customer journey.
  Analytical Rigor & Data Fluency - Strong ability to interpret data, identify trends, and derive meaning from complex datasets using survey tools, dashboards, and platforms such as Medallia, Alida, Qualtrics, Tableau, or SPSS.
  Strategic Thinking & Business Acumen - Skilled at connecting customer insights to business strategies, understanding operational impacts, and influencing decisions that drive measurable outcomes.
  Storytelling & Executive Communication - Adept at translating research into clear, compelling narratives and presenting insights with confidence to senior leaders and cross-functional stakeholders.
  Cross-Functional Collaboration - Builds strong relationships across digital, stores, marketing, supply chain, and analytics teams to ensure customer insights influence strategy at every level.
  Influence Without Authority - Proven ability to act as a trusted advisor, guiding partners through customer-centric thinking and influencing outcomes through insight and credibility.
  Operational Awareness - Understands how customer experience connects with business operations and outcomes, and can quickly grasp the functions and challenges of various departments.
  Technical & Presentation Skills - Highly proficient in Microsoft Excel and PowerPoint with the ability to distill technical data into accessible formats for business audiences.
  
  Who You Are
  
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  • Candidates with a bachelor's degree or equivalent work experience in a related field are encouraged to apply. 3-5 years of experience in customer insights, CX, strategy, or related roles. Experience in retail, ecommerce, or a customer-centric brand preferred.
    
  • 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:
    
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    • 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 .
      
      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.
      
      DIGITAL00

Keywords: Macy's, North Bergen , Customer Experience Insights & Strategy Specialist, Other , New York, New Jersey