Senior, Customer Experience Analytics

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 Senior, Consumer Insights is a customer-obsessed problem solver who leverages multiple data sources—including customer experience (CX) metrics such as NPS and CSAT, primary and secondary research, engagement and behavioral data, and journey analytics—to generate actionable insights and drive team action. They collaborate across functions, partnering with Stores, Digital, Product Management, Marketing, and Strategy teams to identify customer pain points and serve as a strategic partner in ideating, optimizing, and tracking solutions.

• Own CX measurement and analytics for large-scale, cross-domain initiatives, leveraging NPS, CSAT, and additional customer data sources as relevant.
• Build and maintain forecasting models for NPS and key CX metrics to support enterprise goal setting, initiative planning, and performance tracking at both program and initiative levels.
• Conduct advanced customer experience analyses, including driver modeling, segmentation deep dives, pathing/journey analytics, and linking CX metrics to business outcomes.
• Support development of CX opportunity sizing and business cases by quantifying the customer and financial impact of potential experience changes.
• Proactively identify new areas for analysis, refreshing measurement frameworks and refining approaches to meet evolving business needs.
• Partner with and build relationships across stakeholder teams, including customer and product analytics, digital product management, logistics, store operations, loyalty programs, and personalization.
• Collaborate with the Consumer Insights team to connect CX insights with broader customer research, behavioral analytics, and brand/loyalty insights.
• Work with analytics partners to provide context and interpretation of data findings, ensuring insights are actionable and clearly communicated.
• 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.

Advanced Analytical & Insight Generation: Proven ability to synthesize multiple data sources—including CX metrics (NPS, CSAT), primary and secondary research, engagement and behavioral data, and journey analytics—to generate actionable insights that drive decision-making.

Customer Experience Expertise: Strong knowledge of customer journey mapping, pain-point identification, and experience measurement; skilled in forecasting, driver modeling, segmentation, and linking CX metrics to business outcomes.

Strategic Thinking & Business Impact: Ability to translate insights into business opportunities, quantify potential financial and customer impact, and support enterprise goal setting and initiative planning.

Project, Process & Organizational Management: Highly organized with the ability to manage multiple complex initiatives simultaneously, delivering high-quality results on time and within scope.

Collaboration & Influence: Excellent interpersonal skills and proven ability to build relationships across Stores, Digital, Product Management, Marketing, Strategy, and other stakeholder teams; able to influence senior leaders and cross-functional partners effectively.

Communication & Presentation: Persuasive written and verbal communication skills; capable of presenting complex insights clearly to senior leadership and business partners.

Proactive & Independent Work Style: Self-starter with curiosity, persistence, flexibility, and a “can-do” attitude; comfortable working independently in ambiguous or evolving environments.

Technical &…