Customer Experience Insights & Strategy Specialist

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 Specialist, Customer Experience Insights & Strategy is a key individual contributor within the Consumer Insights team. This team acts 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, you'll take the lead on customer experience (CX) research and voice-of-customer (VoC) insights while also supporting top CX strategic priorities and programs. You'll not only identify what customers are saying but translate that into actionable recommendations and help cross-functional teams refine strategies with a practical, customer-centric lens.

This position is ideal for someone who's analytical and curious, with strong business acumen, excellent communication skills, and the confidence to influence senior leaders.

What You'll Do

• Design, lead, and synthesize VoC and CX research (quantitative and qualitative) across the customer journey
• Translate complex insights into clear, compelling narratives tailored for various audiences
• Present research findings to cross-functional teams and senior leaders with confidence and clarity
• Serve as a strategic thought partner, helping teams connect insights to strategic decisions and measurable impact
• Collaborate closely with partners across digital, store operations, supply chain, marketing, UX, and analytics
• Contribute to and help drive priority CX programs and initiatives, especially those grounded in customer feedback
• Proactively identify insights and trends that can inform innovation, process improvement, or strategic shifts
• Stay current on best practices in customer insights and customer experience strategy

What You'll Bring

• Strategic Thinking: Ability to see the bigger picture, connect dots, and apply customer insights to business strategy
• Analytical Rigor: Strong data interpretation skills; comfortable with survey tools, dashboards, and digging deep into VoC data
• Storytelling & Communication: Skilled in crafting compelling narratives and presenting to senior stakeholders with confidence
• Relationship Building: Strong collaboration and interpersonal skills; able to influence without authority and build trust across functions
• Operational Awareness: Understanding of, or ability to quickly learn, how functional areas impact customer experience and business outcomes

Qualifications

• 3-5 years of experience in customer insights, CX, strategy, or related roles, ideally in retail, ecommerce, or a customer-centric brand
• Bachelor's degree or equivalent experience
• Experience with tools like Medallia, Alida, Qualtrics, Tableau, SPSS, etc.
• Proficiency in Microsoft Office, particularly Excel and PowerPoint
• Ability to read and interpret business and technical documents, and to communicate clearly in both written and verbal formats

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!

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.

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