Customer Insights & Experience Programs Manager

BoF Careers; New York (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

Bloomingdale's is seeking a Manager, Voice of Customer Programs to lead customer feedback programs, deliver actionable insights, and partner with stakeholders to shape customer experience strategy.

The role oversees NPS/CSAT programs, manages third-party platforms, develops research initiatives, and translates findings into strategic recommendations across merchandising, operations, and brand initiatives.

Qualifications

• Proficient in identifying, studying, and communicating macro trends, consumer behavior shifts, and emerging style trends.
• Experience in utilizing data analytic tools to convert information into commercial ideas and the ability to read and organize data.

Responsibilities

• Lead the management of the Net Promoter Score (NPS) and CSAT programs, including survey design and stakeholder reporting.
• Oversee third-party platforms and partner coordination to ensure data accuracy and timely insights.
• Develop standardized templates, playbooks, and processes to scale research capabilities.
• Translate research findings into compelling business narratives for senior leadership.
• Drive end-to-end planning and execution of research projects with quality and timeliness.
• Collaborate with analytics and operations teams to connect insights with behavioral and transactional data.

Skills

Trend Analysis and Research

Data Analytics

Creative Presentation

Communication and Collaboration

Project Management

Customer Focus and Storytelling

Technical Proficiency

Leadership and Ownership

Tools

Medallia

Qualtrics

Adobe Creative Suite

Excel

Word

PowerPoint

XD

Figma

Canva

Job description

Bloomingdale's is seeking a Manager, Voice of Customer Programs to lead customer feedback programs, deliver actionable insights, and partner with stakeholders to shape customer experience strategy.

The role oversees NPS/CSAT programs, manages third-party platforms, develops research initiatives, and translates findings into strategic recommendations across merchandising, operations, and brand initiatives.