Job Description

Consumer Insights Manager, Customer Experience

Job Summary

The Consumer Insights Manager will join a growing team, leading key work to understand customer perceptions of experiences across TJX and partnering with business leaders to drive optimizations to improve the in-store experience in our 5,000+ stores. The manager will be responsible for leading our CX Store Tracking across all 5 brands (T.J.Maxx, Marshalls, HomeGoods, Homesense, and Sierra) and other CX measurement and insights including benchmarking, in-market tests, retail trends, qualitative in-store research, and contributing to Global CX understanding. The successful candidate should demonstrate strong analytics and insight generation, business intuition, and ability to distill sophisticated data into a simple story with a strong background in customer insights. They will work cross-functionally with a wide variety of stakeholders, including Operations, Marketing, IT, and Senior Leaders, as well as our external CX/research partners.

Major Areas of Responsibility

• Lead on-going tracking of our Customer Experience program for US Stores, analyzing data, generating insights, collaborating with partners, and guiding recommendations for the organization
• Lead research to understand Global CX Drivers and trends and opportunities for TJX
• Partner with other Insights & Analytics team members to integrate CX and behavioral data to measure impact of changes in CX
• Lead qualitative store understanding to supplement quantitative findings and focus business partners on how the opportunities come to life in store for our customers
• Lead understanding of retail trends and implications for TJX
• Build and deliver compelling presentations to influence internal teams/business partners
• Cultivate partnerships across within TJX, and manage relationships with agencies and vendors
• Manage one direct report

Qualifications

• Bachelor’s degree; 6+ years of proven experience in consumer insights/market research
• Background in generating insights and action from primary research, with significant quantitative experience
• Naturally curious with passion for understanding customer behavior and trends, advocating for the customer, and growing in the Insights & Analytics function (beyond CX role)
• Adept at presenting complex concepts in an easy to understand and actionable way
• Attention to details and able to grasp the big picture
• Strong collaboration and ability to keep projects on track
• Experience in longitudinal tracking
• High degree of proficiency with Microsoft Office products
• Prior management / leadership experience is a plus

We care about our culture, but we also prioritize your needs!

• Competitive Pay
• Hybrid Work Environment
• Weekly paychecks
• Paid time away
• Programs to support environment and corporate responsibility
• TAAP – TJX Associate Assistance Programs
• Associate Discount
• Career Development Opportunity
• Be a part of an inclusive team

Benefit programs and eligibility terms vary across our global locations. We encourage you to apply to learn more about how our benefits can make a difference for you.

This position has a starting salary range of $90,200 to $115,200 per year.

Actual starting pay is determined by a number of factors, including relevant skills, qualifications, and experience.

This position is eligible for an annual incentive as well as long-term incentives.

Job Tags

Similar Jobs