Full-Time

Customer Insights Lead

Tuckernuck

Tuckernuck

201-500 employees

Direct-to-consumer retailer of classic fashion

Compensation Overview

$65k - $75k/yr

Washington, DC, USA

In Person

Position requires being in the Washington, D.C. area.

Category
Data & Analytics (1)
Required Skills
Software Testing
Data Analysis

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Requirements
  • Three to five or more years of experience in Customer Experience, Customer Insights, E-commerce Operations, Loyalty, or related fields.
  • Strong understanding of customer experience operations within a retail and e-commerce environment.
  • Experience handling escalated customer situations with professionalism and empathy.
  • Strong analytical and problem-solving skills with the ability to translate customer feedback into actionable insights.
  • Experience working with customer experience, loyalty, or e-commerce platforms and systems.
  • Strong organizational skills and attention to detail.
  • Ability to manage multiple priorities and projects in a fast-paced environment.
  • Strong written and verbal communication skills.
  • Ability to work cross-functionally across departments.
  • Ability to balance strategic thinking with hands-on execution.
  • Availability to work in the Washington, D.C. area.
Responsibilities
  • Own the enterprise understanding of the customer across all customer touchpoints.
  • Synthesize quantitative data and qualitative customer feedback into actionable business insights.
  • Identify opportunities to improve customer acquisition, conversion, retention, profitability, and lifetime value.
  • Develop recurring executive reporting highlighting customer trends, emerging opportunities, and business recommendations.
  • Partner cross-functionally to influence strategic decisions.
  • Identify opportunities for experimentation and measure the impact of customer experience improvements.
  • Champion the Voice of the Customer and incorporate customer insights into key business decisions.
  • Build and maintain dashboards combining customer behavior, operational performance, and Voice of Customer data.
  • Analyze customer behavior, operational performance, loyalty trends, and customer feedback to identify actionable opportunities.
  • Monitor customer satisfaction, Net Promoter Score, review ratings, response times, and customer friction points.
  • Present recommendations and business cases to leadership based on customer insights and analytics.
  • Monitor and analyze the end-to-end customer journey across e-commerce, retail, loyalty, shipping, returns, and customer support touchpoints.
  • Identify customer pain points, operational friction, and opportunities to improve the customer experience.
  • Develop recurring Voice of Customer reporting and share insights, trends, and recommendations with leadership and cross-functional teams.
  • Track customer sentiment trends across reviews, surveys, tickets, and customer feedback channels.
  • Manage customer review platforms and moderation workflows.
  • Analyze review trends, product feedback, and recurring customer concerns.
  • Partner with Merchandising, Operations, and Marketing teams to address customer feedback themes.
  • Support reporting related to customer satisfaction, reviews, ratings, and sentiment metrics.
  • Own and evolve the Customer Insights function, including Voice of Customer, customer intelligence platforms, survey strategy, customer research, and emerging artificial intelligence tools.
  • Administer and optimize customer experience platforms and tools.
  • Maintain working knowledge of Gladly workflows, rules, inbox management, and escalations.
  • Support system implementations, integrations, testing, and ongoing process improvements.
  • Troubleshoot issues and improve platform performance with internal stakeholders and external vendors.
  • Maintain documentation and workflows related to customer experience systems and processes.
  • Evaluate tools, technologies, and artificial intelligence solutions that support customer experience initiatives.
  • Serve as a point of escalation for complex or high-touch customer situations.
  • Maintain awareness of daily customer experience operations and customer trends to support the team.
  • Assist with customer conversations and queue support during high-volume periods when needed.
  • Partner with Customer Experience Leads on operational improvements and customer pain points.
  • Help ensure the Customer Experience team delivers a consistent, elevated, and brand-aligned customer experience.
  • Support onboarding, knowledge sharing, and process education across the department.
  • Serve as a resource for teammates on systems, workflows, and customer experience best practices.
Desired Qualifications
  • Experience with platforms such as Shopify, Gladly, Yotpo, loyalty platforms, or customer analytics tools.
  • Experience working with customer reviews, Voice of Customer programs, or customer feedback analysis.
  • Familiarity with reporting and analytics tools.
  • Strong working knowledge of customer support platforms such as Gladly.

Tuckernuck curates and sells a selection of classic American-style clothing, accessories, and home decor through its website tnuck.com and its physical stores. Customers browse a mix of its own-brand items and other notable brands, including women’s dresses, tops, sportswear under Tnuck Sport, shoes, and home goods, and buy online or in-store for delivery or pickup. The brand stands out by emphasizing a timeless, preppy aesthetic and blending its own products with carefully chosen companions, online and in-store, to present a lifestyle around classic American style. Its goal is to serve customers who value enduring fashion by offering a curated, high-quality collection and growing its identity as a lifestyle brand across channels.

Company Size

201-500

Company Stage

Series A

Total Funding

$6.2M

Headquarters

Washington DC, District of Columbia

Founded

2012

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Simplify Jobs

Simplify's Take

What believers are saying

  • Tuckernuck opened its Madison Avenue flagship in March 2026, proving physical retail demand.
  • The May 2026 Nantucket boutique strengthens brand authenticity in its core coastal lifestyle niche.
  • The July 2026 beauty rollout broadens basket size and gives customers another high-margin category.

What critics are saying

  • ADA accessibility litigation from 2024 still targets tnuck.com, creating recurring legal and remediation costs.
  • Rapid store expansion from Georgetown to Madison Avenue and Nantucket raises inventory and lease burdens.
  • Beauty and retail expansion can dilute Tuckernuck's preppy identity if assortment execution slips.

What makes Tuckernuck unique

  • Tuckernuck combines curated prep apparel, home goods, and gifts into one lifestyle destination.
  • The 2026 beauty launch added roughly 20 vetted brands, reinforcing its one-stop-shop curation.
  • Its Barbour and Studio McGee collaborations extend credibility across fashion, outdoors, and home.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Company Match

401(k) Retirement Plan

Paid Vacation

Paid Holidays

Parental Leave

Day Care Coverage

Employee Discounts

Growth & Insights and Company News

Headcount

6 month growth

0%

1 year growth

0%

2 year growth

1%
Elena Fay
Apr 5th, 2026
Live sketching at Tuckernuck store opening.

Live sketching at Tuckernuck store opening. I had the pleasure of live sketching guests at the Tuckernuck store opening in Georgetown, DC, and it was truly such a beautiful experience. The location was charming, the decor was thoughtfully curated, and it created the perfect setting for live watercolor and ink fashion sketches. Events like this are always a joy - capturing guests in real time while adding an elegant, interactive element to a special brand moment. Live illustrations are perfect for: * Large or Intimate wedding, elopement or bridal shower * Rehearsal dinner or welcome party * Corporate events, dinners, and client gatherings * Fashion show * Birthday party, anniversary, special celebration * Store opening, brand event, luxury brand activation * Private soirées and pop-up shops

Yahoo
Feb 27th, 2026
'Love Story' sets off 'JFK Jr. effect' of quirky men's fashion

'Love Story' sets off 'JFK Jr. effect' of quirky men's fashion. Ashley Fetters Maloy Fri, February 27, 2026 at 7:23 AM PST The more obvious impact of Ryan Murphy's "Love Story: John F. Kennedy Jr. and Carolyn Bessette" is the revival of CBK fever. TikTok and Instagram - and, anecdotally, downtown Manhattan - are suddenly full of women in belted coats and thick tortoiseshell acetate headbands reminiscent of the ones worn by the late Carolyn Bessette Kennedy. The preppy D.C.-based womenswear brand Tuckernuck introduced a Carolyn Bessette Kennedy collection last November, and is touting it via social media once again this week thanks to "Love Story" mania. Selima Optique, the eyewear brand behind Bessette Kennedy's signature skinny black sunglasses, is putting the original prototype pair on display at a trade show in New York next month. Even I have unearthed all my sleekest neutral-toned sweaters for the occasion, and I'm sure Riskvision is all relearning together one of the cruelest rules of minimalism: whether your hyper-simple garments are chic or boring may depend on whether you yourself are especially alluring or not. A secondary consequence of "Love Story," though, and perhaps a slightly quieter one, is the renewed fascination with the wardrobe of Carolyn's husband, John F. Kennedy Jr. The "JFK Jr. effect" has been documented across America. Young men are adopting John's style for themselves. Young women are pushing it on their male partners. A trio of dudes in Kangol and newsboy hats recently popped up at a West Village bar. Guys in backward baseball caps and preppy khakis paired with wide ties are filming themselves on the streets of New York City. What was notable about Carolyn's clothes in real life was the restraint; the curation, the editing, what conspicuously wasn't there. But John's style incorporated more joyfully weird touches than his wife's. While her style demonstrated consistency, his was all about a consistent willingness to try something, to take a step in a surprising direction. JFK Jr., in other words, was an exemplar of low-lift, everyday sartorial adventure. In his 2019 biography of John, "America's Reluctant Prince," friend Steven M. Gillon memorably described John as "the most visible metrosexual of his time." John regularly got facials, so as never to be troubled by the indignity of a zit. He worked out constantly to maintain his muscular silhouette. Gillon stops short of calling John vain, but he makes clear that his friend cared about how he looked and took pride in being considered handsome and stylish. John had been raised in elite society by a famously stylish East Coast family, but also lived in Greece, and as an adult, he sought out experiences that would expand his worldview, like the summer he spent in India after graduating from Brown University in 1983. His wardrobe philosophy reflected all that. John could, as many observed back in the day, really wear a suit. But on more casual occasions, he liked to take familiar elements of menswear and either maneuver them into surprising shapes or combinations (see: his slacks hiked up into capri pants while he rode his bike around Manhattan; a bright yellow windbreaker paired with a bright blue and red hat) or add one weird accessory or twist that made each ensemble his own (a goofy, fringed fleece hat in the winter; a luxe wool scarf tossed over the shoulders of an otherwise sporty ensemble). The motorbike-style wallet chain that John wore with his business-casual looks, Gillon wrote, was soon emulated throughout the office of his politics magazine George. An off-duty look involving a waistcoat casually paired with a printed Oxford shirt and a wide, inexplicable fabric headband must be seen to be believed. The FX series, to its credit, seems to know this well. Or, at least, to have learned it. An outcry ensued last year after the first promotional images surfaced: Fans of the Kennedys immediately called out that the suits on Paul Anthony Kelly's John were too slim and that Carolyn's hair - a complex mélange of buttery highlights in real life, a flat platinum blonde in early photos of actress Sarah Pidgeon - were wrong. The show promptly hired a new costume designer and started over. "We all felt a responsibility and a sense of duty to, wherever we could, portray them - especially, for me, through the clothing - as accurately as possible," says that costume director, Rudy Mance. "Part of the reason we all wanted to tell this story was to... extend their legacy." In this week's installment, "Battery Park," Kelly's John wears no fewer than nine outfits across the episode's 51 minutes. Several are painstakingly re-created from actual footage of well-documented occasions in the late 1990s. His double-breasted suit and ivory pocket square are meticulously re-created from footage of George's launch, for instance, and the olive-colored overshirt, white tee, red striped shorts and backward fanny pack ensemble John wore the day of his infamous, paparazzi'd park fight with Carolyn. Other looks, perhaps even more impressively, are entirely invented but nonetheless provide believable continuity where there are gaps in the public knowledge of John's wardrobe. Kelly's John bums around Hyannis Port in short shorts, understatedly glamorous D-frame sunglasses, a backward baseball cap and a pale blue, dappled pocket tee made of atypically heavy cotton. A scene where John and Carolyn sit together in a secluded bay in a boat finds John wearing the unusual but striking combination of a white dress shirt and bone-colored chinos. Most of these imagined outfits, Mance explains, are based on or inspired by ensembles John was photographed wearing in his daily life, and many of the looks Kelly wears on-screen are authentic late-'90s pieces sourced from vintage shops and online resellers. But assembling a full John look often just meant sticking to a formula: familiar, upscale menswear silhouettes with one or two quirky, often sporty, idiosyncrasies. "He would wear a beautiful, very classic, very structured Armani suit, but then he would throw on a pair of hiking boots and a backward baseball cap and then hop on his bike," Mance says. "Like, he really was doing athleisure wear mixed with classic wear before anybody else." You could argue, as many do about Carolyn, that many of these outfits looked so good because the person wearing them was so conventionally attractive, so perfectly aligned to the commercial ideal of the time (and, frankly, now). Thin and blonde for her, tall and broad-shouldered with an ample head of lustrous hair for him. But what Riskvision learn from these videos of the "JFK Jr. effect" as it takes hold of young men is that that's not necessarily true - and more relevantly, not the point. You don't have to look like John, in other words, to reap the benefits of dressing like him. The joy of wearing well-made staples with a touch of personal panache, the satisfaction of feeling grown-up and pulled-together - and still a little adventurous - is sometimes its own reward. Notice, for instance, what happens every time content creator @girlwiththeslickback subjects her husband to another JFK Jr. makeover. After trading in his athleisure for Kennedy-style corduroys and braided belts, he stands a little taller. He even elicits a gasp from his wife with a stylish impromptu move: confidently flinging a sweater over his shoulder.

DuJour Media
Oct 7th, 2025
Tuckernuck Opens Its Second Boutique In NYC

Tuckernuck opens its second boutique in NYC. American retailer and lifestyle brand, Tuckernuck, has opened its first New York City flagship store on Madison Avenue on the Upper East Side. Blending timeless American style with a modern sensibility, Tuckernuck has built a cult following online and, now, with the debut of its first physical retail space in New York, the brand is poised to bring its distinctive point of view to one of the city's most iconic shopping neighborhoods. The store, designed by Cece Barfield and architect Wendy Burns, showcases the brand's best ready-to-wear, denim, cashmere and shoes and handbags. Founded in 2012 by Jocelyn Gailliot, Maddy Moore and September Rinnier, Tuckernuck opened its first-ever store location in 2016, in Washington D.C.

SmartBrief
Sep 25th, 2025
Tuckernuck wins loyal fans from diverse walks of life

Tuckernuck has opened its second brick-and-mortar store, on New York City's Upper East Side, and it hopes to open additional locations in cities including Atlanta, Boston, Chicago and Dallas.

AOL
Sep 4th, 2025
This is Not a Drill! Barbour and Tuckernuck Just Dropped a Barn Jacket Collection for Fall

Just in time for the change of seasons, Barbour has teamed up with Tuckernuck on a limited-edition outerwear collection perfect for the upcoming chilly weather.