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.