Customer Experience Initiatives Specialist

About: Bloomingdale's makes fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. We will always strive to make Bloomingdale's like no other store in the world. Everyone plays a critical role to bring our mission to life. Regardless of position, we believe all colleagues have a voice and access to share their thoughts with every level of leadership. Our colleagues are passionate, driven, entrepreneurial and collaborative. We welcome and embrace diversity of background, thought and opinion while having a lot of fun along the way.

Job Overview: The Customer Experience Strategy Team is responsible for leading the development of the end-to-end customer experience-walking through the customer journey online, in-between and in-store with the goal of building meaningful relationships with our customers by closing the gap between customers and product in a personalized way. The Specialist, Customer Experience Initiatives, will accelerate and support the planning and implementation of Customer Experience Initiatives across the CX team, including Selling Strategy, Differentiated & Elevated Selling, and Omni Trade Area Experience. This role reports to the VP, Customer Experience. It includes a combination of core responsibilities and project-based assignments, working with the VP to determine prioritization, drive a cohesive approach to CX Strategy planning and implementation, and collaborate with partners across the organization.

Essential Functions:

• Key partner in the development, implementation, and evolution of new customer experience strategies through collaboration with CX team members, Customer Revenue & Growth, stores and senior management
• Builds a relationship with store partners to develop a clear understanding of CX current state and identify opportunities for improvement
• Partners with CX team to evaluate strategy effectiveness through key metrics on a weekly/monthly basis and call out challenges and opportunities
• Participates in Annual/Seasonal Planning process and tracking of initiative performance vs. KPIs
• Works with VP to champion the marketing of services; collaborates with marketing and CX partners to develop a holistic strategy to build Bloomingdale's service reputation
• Develops and maintains an awareness of CX on the competitive landscape, both 4-wall and online; shares regular updates
• Publishes and maintains content on the CX & Selling Effectiveness bnet internal communication site.
• Leads the process to create CX presentations for functional strategies and other key communication needs

Qualifications and Competencies:

Bachelor's Degree from a 4-year college or university

3-5 years related experience

• Outstanding relationship orientation with the ability to build meaningful relationships with key business stakeholders
• Excellent communication (written, verbal) skills; values keeping others informed, effectively presenting information in a clear, concise manner
• Strong organizational skills and effective time management; Ability to juggle multiple projects - can identify primary and secondary objectives, prioritize tasks, and communicate timeline to partners
• Intellectually curious with strong analytical ability; able to draw actionable insights
• Able to develop detailed and well-defined action steps
• Excellent project management skills and strong sense of urgency
• Excellent computer skills, including Microsoft Office Suite (PowerPoint, Excel, Word)
• Maintains confidentiality and security of sensitive company information
• Thinks like a customer and embodies a customer-centric mindset that drives customer advocacy with cross-functional partners
• Ability to work a flexible schedule based on department and Company needs

Physical Requirements:

• Requires periods of walking, standing, communicating, reaching, crouching and climbing ladders
• Frequent use of computers and other technology, necessary to perform job functions, including handheld equipment, cash register and ability to process register transactions
• Frequently lift/move up to 25lbs