Job DescriptionJob OverviewAs the
Manager, Voice of Customer Programs at Bloomingdale's, you will lead customer feedback programs that inform strategic decisions. You'll be responsible for delivering actionable insights through qualitative and quantitative research, managing key customer feedback programs, and ensuring effective collaboration with internal stakeholders and external partners.
You will also serve as the subject matter expert on customer feedback methodologies, optimizing our existing tools and processes while exploring innovative ways to gather meaningful insights across channels. Your work will directly influence customer experience strategies and organizational priorities.
Key ResponsibilitiesNPS & Enterprise Feedback Program Management & Insights Development- Lead the management of the Net Promoter Score (NPS) and CSAT programs, including survey design, feedback cadence, stakeholder reporting, and program optimization.
- Oversee third-party platforms (e.g., Medallia) and partner coordination to ensure accurate data collection, dashboard usability, and timely delivery of insights.
- Maintain & evolve feedback mechanisms and experience measurement across the business
- Integrate customer sentiment data with behavioral and transactional data in partnership with analytics and operations teams.
- Pilot and evaluate new feedback channels such as SMS, on-site prompts, and digital intercepts.
- Develop targeted research initiatives on specific experience drivers (e.g., fulfillment, luxury, service quality).
- Analyze results and synthesize insights into concise, action-oriented summaries.
- Collaborate with analytics and operations teams to connect customer insights with behavioral and transactional data for a holistic view of the customer experience.
Project Management- Drive end-to-end planning and execution of research projects, ensuring quality, timeliness, and alignment with strategic objectives.
- Create standardized templates, playbooks, and processes to scale research capabilities across the organization.
Vendor & Methodology Oversight- Oversee third-party platforms and partner coordination to ensure accurate data collection, dashboard usability, and timely delivery of insights.
- Maintain awareness of evolving customer feedback platforms, methodologies, and sentiment analysis tools to support future program growth
- Evaluate and adopt emerging tools and techniques to improve research efficiency and relevance.
Strategic Communication & Influence- Translate research findings into compelling business narratives tailored to cross-functional audiences, including senior leadership.
- Deliver insights that clearly articulate the "what," "so what," and "now what."
- Collaborate on strategic planning processes by integrating customer insights into performance reviews, roadmaps, and key initiatives.
- Influence decision-making through clear, evidence-based recommendations on customer experience improvements.
Skills You Will NeedTrend Analysis and Research: Proficient in identifying, studying, and communicating macro trends, consumer behavior shifts, cultural influences, past and future zeitgeist impacts, and emerging style trends.
Data Analytics: Experience in utilizing data analytic tools to convert information into commercial ideas and the ability to read, assess, and organize data and opportunities.
Creative Presentation: Proficient in creating or collaborating on highly visual presentations and videos, with experience in Adobe Creative Suite, Excel, Word, PowerPoint, and presentation software like XD, Figma, and Canva.
Communication and Collaboration: Excellent written and verbal communication skills, strong research and copywriting skills, and the ability to effectively collaborate with cross-functional teams, including Design, Merchant, and Vendor Partners.
Project Management: Ability to manage multiple workstreams, prioritize based on business needs, and make decisions independently while working under general direction.
Customer Focus and Storytelling: Relentless customer focus, strong ability to influence, tell compelling stories, and gain trust to implement new ideas, supporting enterprise-wide storytelling and big-idea moments.
Technical Proficiency: Quick adopter of new technology and generative AI tools, proficient in Adobe Creative Suite, Excel, Word, PowerPoint, and presentation software like XD, Figma, and Canva.
Leadership and Ownership: Focus on building relationship and ownership skills as an emerging leader, supporting trend strategy, vision, and fashion application for Bloomingdale's and individual areas of focus.
Qualifications- 6-8 years of experience in customer research, insights, or feedback program management.
- Proficiency in designing and executing both qualitative and quantitative research.
- Experience with feedback platforms such as Medallia, Qualtrics, or similar tools.
- Strong project management and stakeholder engagement skills.
- Proven ability to synthesize complex data into actionable business insights.
- Excellent communication and storytelling skills, both written and verbal.
- Experience managing vendor relationships and research budgets.
Physical Requirements- Requires prolonged periods of sitting, with occasional standing.
- Occasionally requires walking, bending, reaching, hearing and talking.
- Continuous use of computers and other office equipment.
- Frequently lift/move up to 25lbs.
This job description is not all inclusive; additionally, Macy's, Inc. reserves the right to amend this job description at any time.
