Customer Experience Innovation Manager

We have many opportunities available on our other career site pages. Click here to link to our careers page! Signet Jewelers is the world’s largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us! REMOTE Opportunity OR HYBRID Opportunity in Northeast, OH or DFW, TX The Manager – Customer Experience Innovation will translate and execute Signet’s consumer and customer insights into actionable strategies & innovation spaces that drive customer-centric decision-making across the organization. The role will drive transformational initiatives that elevate the end-to-end customer journey and will be instrumental in shaping the future of customer experience for our retail brand, identifying friction points, uncovering emerging trends, and piloting innovative solutions that align with our brand promise and business objectives. Responsibilities Identify key customer pain points and opportunities using journey mapping, VOC (Voice of Customer) insights, and data analytics Support the business in developing execution plans to address pain points and reduce churn Develop and maintain the customer experience strategy aligned with company goals and customer expectations Partner with cross-functional teams (marketing, digital, stores, product, operations) to define and prioritize CX initiatives Lead ideation sessions, workshops, and pilot programs to explore new customer-centric solutions, technologies, and experiences Monitor CX trends, competitive benchmarks, and evolving consumer behaviors to inform innovation strategies Test, measure, and refine new concepts to scale across channels (in-store, digital, omnichannel) Leverage customer data, feedback, and analytics to inform decision-making and experience design Partner with insights, analytics, and research teams to evaluate impact and uncover unmet needs Manage cross-functional initiatives from concept through execution, ensuring timely delivery and measurable outcomes Create business cases, develop project plans, and track KPIs to demonstrate ROI and impact on customer satisfaction and loyalty Qualifications Bachelor’s degree in Business, Marketing, Design Thinking, Innovation, or related field 5+ years of experience in customer experience, strategy, innovation, or service design—preferably in retail, consumer, or digital-first environments Proven experience leading customer experience improvement initiatives or innovation programs Strong analytical skills and comfort with data tools and dashboards (e.g., Qualtrics, Medallia, Power BI, Tableau) Experience with journey mapping, human-centered design, or design thinking methodologies Benefits & Perks We believe in rewarding top talent with a comprehensive and competitive benefits package designed to support your well-being, professional growth, and work-life balance ✔ Premium Healthcare Coverage – Comprehensive medical, dental, and vision plans to keep you and your family covered. ✔ 401(k) with Company Match – Invest in your future with a generous retirement savings plan, including company matching after just one year. ✔ Generous Time Off – Recharge with a robust PTO package, plus company holidays. ✔ Diversity, Equity & Inclusion Programs – Be part of a culture that celebrates diverse perspectives and fosters belonging. ✔ Career Growth & Development – Opportunities for leadership development, mentorship, and continuous learning. ✔ Exclusive Perks – Enjoy additional benefits, wellness programs, employee discounts, and more! The salary range for this opportunity is $105,500 – $123,500. Base pay offered may vary depending on geographic region, internal equity, job related knowledge, skills and experience, among other factors.