Sr. Manager, Research Operations

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 Manager, Customer Experience leads a team of specialists dedicated to transforming customer feedback into actionable insights for Macy’s Inc. stakeholders, particularly focusing on Macy’s digital platforms. As a part of the Consumer Insights team, this group plays a vital role in championing the customer's perspective. Collaborating with senior leaders across Macy’s Inc, digital product teams, site merchandising, user experience and research, marketing, store operations, logistics, engineering, analytics, and customer support teams, they ensure that the customer's voice guides critical business decisions.

 

What You Will Do

• Advocate for Macy’s customers by understanding their wants and needs thoroughly.
• Collaborate with key stakeholders (e.g., digital product teams, site merchandising, loyalty and registry teams, customer service) to provide insights and act as a thought partner, aiming to enhance the customer experience and influence funding and roadmaps.
• Identify short- and long-term enhancements for the website and app that will reduce customer friction, improve overall satisfaction, and enhance business efficiency.
• Monitor the progress and impact of enhancements aimed at addressing identified customer experience opportunities.
• Evaluate customer experience measurement results and share insights from new feature/functionality site and app A/B tests.
• Lead all customer experience performance reporting processes for key customer journey touchpoints and ad-hoc enterprise initiatives.
• Collaborate effectively with other members of the Consumer Insights team to ensure a consistent voice of the consumer.
• Develop and structure surveys to gather actionable customer feedback, including supporting efforts to innovate survey methodology continually.
• Coach Specialists in executing tasks and projects and provide guidance for their career development at Macy’s.
• Review, edit, and ensure quality control for data analysis and presentations to maintain data credibility and effectively communicate insights.

 

Skills You Will Need

Expertise in Data Analysis: Proficiency in analyzing data from various qualitative and quantitative sources to derive actionable insights.

Data Management: Comfortable with handling large datasets and adept at data validation and cleaning processes.

Project Management: Strong project, process, and organizational skills to effectively manage multiple projects and deliver high-quality results within deadlines.

Presentation Skills: Excellent ability to build compelling presentations and convey insights through effective storytelling.

Communication Skills: Strong written and verbal communication skills, with the ability to think conceptually and pragmatically.

Proactive Approach: Proactive work style with the ability to work independently and manage priorities in ambiguous environments.

Collaboration: Proven ability to collaborate effectively with various stakeholders across different teams and departments.

Survey Design: Experience in developing structured surveys to collect actionable customer feedback and innovate survey methodologies continually.

Leadership and Coaching: Experience in coaching and mentoring junior team members to execute tasks, projects, and facilitate their career development.

Data Tools Proficiency: Preferred experience with statistical software such as SPSS, R, SQL, Tableau, etc., to enhance data analysis capabilities.

 

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. 
• 8+ years of work experience, with at least 5 years in a corporate insights or CV function, ideally with a focus on digital experiences. Retail industry experience preferred. 
• Regularly required to sit, talk, hear; use hands/fing