This role is based at our Corporate Office in Menomonee Falls, WI. You'll work onsite from Monday through Thursday, with the option to work remotely on Fridays.
About the Role
This role is responsible for defining and advancing the omni-channel customer experience strategy through strategic analytics, insight generation, and cross functional leadership. The manager partners closely with strategy, analytics, marketing, digital and store experience, merchandising, supply chain, and operations to help ensure customer interactions are consistent, relevant and aligned to brand values and customer needs. This role focuses on translating the enterprise customer experience vision into actionable strategies and frameworks that drive engagement, and long-term loyalty across channels.
What You'll Do
Lead strategic analysis to define customer segmentation and segment-level goals, using customer insights, business performance, and enterprise priorities
Support the development of an omni-channel customer experience strategy, inclusive of objectives, guiding principles, and priorities, to create clarity around what all customers should experience from Kohl's
Own the strategic mapping of key moments across the end-to-end omni-channel customer lifecycle, identifying opportunities to improve consistency, relevance, and differentiation across touchpoints
Ensure consistent prioritization of customer experience initiatives based on customer and business impact
Partner cross functionality to define measure of success, and apply targeting priorities, messaging frameworks and audience insights to ensure experiences are relevant, consistent, and connected
Aggregate actionable customer insights to be leveraged across merchandising, marketing and channel teams in partnership with consumer insights, analytics, social, VOC, and customer service
Manage a cross-channel learning agenda, CX scorecard, and measurement plan, facilitating cross-functional reviews, hindsighting and strategic planning.
Build trusted relationships across digital, stores, contact center, supply chain and marketing
Additional tasks may be assigned
What Skills You Have
Required
Bachelor's degree and 5+ years relevant experience
Brings an analytical mindset and is able to quickly translate customer, channel, and performance data to inform strategy
Detail-oriented, strategic thinker with strong analytical skills
Adept at collaborating across functions and levels to deliver strategic support and uncover growth opportunities
Proven ability to influence change and drive strategy
Strong communication and storytelling skills, both written and verbal.
Proven ability to work creatively and analytically in problem-solving environment
Ideally consulting experience, or experience in influencing executive leadership
Ideally experience leading CX initiatives that deliver measurable results