Bloomingdale's · 2 days ago
Manager, Research and Voice of Customer Programs
New York, NY
Full-time
Onsite
Senior Level
$79K/yr - $131K/yr
6+ years expBloomingdale’s is a fashion retailer that aims to inspire customers to make style a source of creative energy. The Manager, Research & Voice of Customer Programs will lead the design and execution of primary research initiatives and oversee enterprise-wide customer feedback programs, delivering actionable insights that influence customer experience strategies and organizational priorities.
E-CommerceFashionLifestyle
Responsibilities
Design and primary research studies, including qualitative methods (e.g., focus groups, in-depth interviews, immersions) and quantitative surveys (e.g., brand tracking, loyalty drivers, promotional effectiveness)
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
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
Drive end-to-end planning and execution of research projects, ensuring quality, timeliness, and alignment with strategic objectives
Manage Area Research to support localized strategy with regional customer insights
Create standardized templates, playbooks, and processes to scale research capabilities across the organization
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
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
Qualification
Required
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
Benefits
401k
Medical/vision/dental/life/disability insurance options
PTO accruals
Holidays
More
Company
Bloomingdale's
Bloomingdale's operates a chain of department stores that offers clothing, shoes, handbags, wallets, and accessories for men and women. It is a sub-organization of Macy's.
5001-10000 employees
H1B Sponsorship
Bloomingdale's has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (4)
2023 (5)
2022 (7)
2021 (2)
2020 (5)
Funding
Current Stage
Late StageLeadership Team
Olivier Bron
Chief Executive Officer
James Newell
VP/ GMM Mens
Recent News
2026-01-17
2026-01-16
Company data provided by crunchbase