Principal, Customer Experience OMNI

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 Principal, Customer Experience (CX) Strategy is a senior individual contributor responsible for driving CX initiatives across the organization. Sitting within the CX team as part of the Consumer Insights function, this role will help drive the enterprise CX strategy and partner cross-functionally to embed customer-centric thinking into business decisions, programs, and cultural norms.

This is a high-visibility role ideal for a systems thinker who can bridge strategy and execution, influence senior executives while also motivating working groups, and help align cross-functional leaders around shared CX priorities. You’ll drive enterprise-wide impact by leading change management efforts, fostering alignment across teams, and translating insights into strategic actions that deliver measurable business value.

• Lead end-to-end execution of enterprise CX initiatives by defining clear action plans, managing cross-functional work streams, and driving momentum through structured coordination and problem solving.
• Partner closely with functional leaders (Sr. Director & VIP level) to align on operational success metrics, delivery timelines, and accountability for execution.
• Collaborate with cross-functional teams to test and implement solutions, measure impact, and iterate based on customer feedback and performance.
• Anticipates risks and cross-functional dependencies, resolving blockers and escalating issues to ensure CX initiatives stay on track.
• Work closely with CX insights & analytics team to translate customer feedback into actionable recommendations, define CX success metrics, and track impact for key initiatives.
• Develop executive-level updates communicating progress, learnings, and outcomes of CX priorities.
• Partner with strategy and finance teams to help shape investment decisions and integrate CX initiatives into business planning cycles.
• 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.

Strategic & Systems Thinking: Proven ability to execute enterprise-wide strategies that connect customer needs to business impact.

Cross-Functional Leadership: Skilled at leading through influence, coordinating across teams, and holding partners accountable without direct authority.

Customer-Centric Approach: Deep understanding of CX principles and how to apply customer insights to shape programs and decisions.

Program & Project Management: Proven ability to lead complex, cross-functional initiatives from planning through execution, with strong skills in managing timelines, dependencies, and delivery across multiple stakeholders.

Communication & Storytelling: Exceptional written and verbal communication skills, with the ability to craft compelling narratives for executive audiences.

• Bachelor’s degree required; MBA or advanced degree preferred.
• 10 plus years of experience in customer experience, business strategy, consulting, transformation, or a related field.
• Significant experience aligning stakeholders around strategic priorities and working cross-functionally to execute initiatives.
• Strong business acumen and fluency in cross-functional operations (e.g., product, retail, marketing, supply chain).
• Industry experience in retail, ecommerce, consumer technology, or other customer-focused sectors.
• 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…