Discovery is at the core of everything we do - whether it's a great value, incredible style, or building long-lasting partnerships with people around the world. That's what makes TJX different. You can find it all across our brands: TJ Maxx, Marshalls, HomeGoods, Sierra, and Homesense. Every one of our brands has one thing in common: environments that are always changing. That's just how we like it. Every day is an opportunity to discover something new about our business, our partnerships, and even about yourself. Come discover what different can mean for you.
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.
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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.
Discover Different at TJX means opportunity, teamwork, and career growth. That's why working here is so much more than a job. When you're a part of our TJX family, you have the full support of a diverse, close-knit group of people who work together to deliver the best value and style in the business. Our inventory is always changing and our approach is continually evolving, which means every day is another chance to Discover Different.
We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.