Customer Insights Analyst

Specialist, Customer Portfolio Insights

New York, NY, United States

Full time Schedule

$78,720 - $131,160 Annually*

* based on job, location, and schedule

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.

The Specialist, Consumer Insights serves as a consultative partner to key stakeholders across Marketing, Merchandising, Business Development, Design, Store Operations, Digital Experience, and Innovation. The role collaborates cross-functionally to bring the voice of the customer directly into business decision-making.

The Specialist, Consumer Insights manages both quantitative and qualitative research projects that drive strategic and actionable impact. The role leads initiatives focused on understanding customer segments, shopping behaviors, and key enterprise priorities such as customer acquisition, store format innovation, and digital transformation for the Macy’s brand, including Macy’s Backstage.

• Independently lead the development and execution of internal research projects.
• Manage end-to-end project activities, including data analysis, competitive analysis, project management, synthesis of findings, and insight storytelling.
• Partner with stakeholders to diagnose business challenges and deliver actionable recommendations that drive results.
• Translate customer data and insights into clear, concise, and compelling narratives.
• Present research findings to key stakeholders and senior leaders.
• Build strong cross-functional relationships across Strategy, Merchandising, Analytics, Customer Experience, and User Experience teams.
• Develop cohesive customer narratives that explain the who, what, and why behind customer performance.
• Proactively design forward-looking research that challenges assumptions and inspires new ways of thinking about customers.
• 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.

Consumer Insights Analysis & Storytelling: Demonstrated ability to independently analyze and synthesize complex consumer data, translating insights into clear, concise, and actionable narratives that inform strategic business decisions and are effectively presented to senior stakeholders.

Strategic Research Design: Strong capability to proactively design forward-looking research that challenges assumptions, uncovers growth opportunities, and inspires new ways of thinking about customers and performance drivers.

Research Project Management: Proven ability to lead end-to-end research initiatives, including competitive analysis, integration of customer and business performance data, and the design and execution of custom quantitative and qualitative studies.

Cross-Functional Partnership & Influence: Demonstrated success building strong relationships across Strategy, Merchandising, Analytics, Customer Experience, and User Experience teams, aligning insights work to enterprise priorities and influencing decisions without direct authority.

Advanced Analytical & Methodological Expertise: Deep knowledge of quantitative methodologies (e.g., conjoint, segmentation, regression analysis) and qualitative approaches (e.g., focus groups, ethnographies), with the ability to integrate findings into cohesive recommendations.

Technical & Data Proficiency: Strong proficiency in SQL and Microsoft Office applications, including advanced Excel and PowerPoint skills, with experience leveraging analytics and survey platforms (e.g., Alida, Qualtrics, SPSS, Tableau) and data visualization tools such as Power BI and Tableau; familiarity with…