Director of Voice of Customer/CX Program

Neiman Marcus
Irving, Texas, United States
18 Feb 2022
12 Jul 2022

Neiman Marcus Group (NMG) has been the premier destination for luxury fashion and goods, superior service, and an elevated retail experience for more than a century. Today, 9,000 associates contribute to the success of NMG's brands: Neiman Marcus, Bergdorf Goodman, Last Call, and Horchow. There are 38 full-line Neiman Marcus stores in cosmopolitan markets across the United States and a sophisticated digital platform that attracts shoppers worldwide. Bergdorf Goodman operates two stores in landmark locations on Fifth Avenue in New York City and, catering to loyal luxury customers globally. NMG also owns five Last Call stores and, an e-commerce site that offers premium furniture and home decor.

As an organization, NMG is on a transformational journey to become the preeminent luxury customer platform. NMG continues to deliver the best integrated customer experience and has evolved the business to succeed in the ever-changing retail landscape. NMG is a relationship business. What differentiates the organization from other luxury retailers are its unique assets: a strong store footprint, the most knowledgeable associates, an engaging online experience, solid brand partnerships, innovative digital and in-store experiences, the most loyal luxury customer base, and a strong balance sheet.

Our customers will always be at the center of everything NMG does. The company continues to reinvest in new technologies that enhance the customer experience. NMG meets customers where they are. NMG's goal is to offer customers a seamless experience across its stores, online, and remote digital selling.

NMG's priority is to develop a highly engaged and high-performing team where everyone belongs. The business attracts and retains best-in-class talent through unique offerings provided to associates in addition to standard employer benefits. These include an innovative way of working, associate discounts on merchandise, tuition reimbursement, associate hardship fund, and paid time off to volunteer, to name a few.

As part of NMG's Environmental, Social, Governance (ESG) work, the organization is focused on driving its core value of being "All Heart." NMG is also assessing its current environmental and social impact while developing a three-year plan to lead the luxury industry in its commitment and transparency to environmental and social sustainability. NMG strives to become an employer of choice, driven by a culture of Belonging. A dedicated team focuses on this journey, directly impacting how NMG conducts business throughout the workforce, workplace, and marketplace dimensions.

NMG has incredibly passionate and committed corporate and store associates. NMG offers associates an environment where everyone feels welcomed, nurtured, and empowered. Our associates are the heart of NMG. As an organization, NMG leads with love - love for customers, love for associates, and love for brand partners.

Neiman Marcus Group is committed to delivering the most extraordinary luxury shopping experience. We are currently seeing a Director of Voice of Customer / CX Program to champion and operationalize the power of customer feedback across NMG!

The VoC Director will find inspiration in the power of customer feedback to drive organizational change to improve customer experience. This role requires a focused, energetic, and creative individual who can create new data-gathering program, generate thoughtful insights, and manage qualitative and quantitative data without losing sight of the customer.

Responsibilities & Duties

Guide the structure and objectives of our VoC program upgrade and expansion in all aspects of the program: from data collection and design, socialization of insights, to how we close the loop with customers

Provide strategic management of VoC program including:
  • Defining program requirements aligned to corporate strategy to ensure customer experience/feedback is an integral part of how we plan our business across all key functions
  • Manage customer experience management vendor relationships
  • Guide survey management, data analytics, and reporting
  • Set priorities for VoC program changes and enhancements
  • Continually drive VoC program improvements, including implementation of new feedback collection, advanced analytics, and more efficient reporting
  • Serve as subject-matter expert on VoC tools, surveys and feedback
  • Facilitate an executive forum where the most critical drivers and detractors of customer experience are discussed for company action

Provide strategic analysis and reporting on VOC, levering survey data, text analytics that informs business decisions, identifies CX improvement opportunities and inspire actions

Collaborate with various internal stakeholders across key functions shaping the customer journey: service and experiences, product and technology, stores, digital, marketing, etc. to elevate impact of VOC in improving the overall luxury customer experience

Partner closely with corporate strategy, strategic execution office, customer analytics, market research to program impactful cross-discipline analysis and storytelling

Qualifications - External

Bachelor's degree required

10+ years experience in an analytics or customer insights role, with a minimum of 5 years leading VoC insights programs or customer experience initiatives

10+ years' experience in survey research design and methodology

Experience with Medallia Experience Cloud and/or Qualtrics XM Platform

Expertise in Net Promoter Score methodology and other feedback collection methodologies

Record of designing and implementing VoC listening posts in complex organizations

Record of leading change management in complex organization

Record of developing and managing high performing teams

Experience with BI tools (Tableau, Power BI) a plus

Experience with SPSS a plus

Excellent written and verbal communication skills.

Executive presence and ability to communicate with credibility and persuasiveness

Natural builder of relationships

Experience with R, Python, or other statistical computing a plus