To be a disruptor, you can’t look past any opportunity for inspiration. For Shea Jensen, senior vice president of customer experience, that inspiration recently came from her two teenaged sons. “The opportunities I have to see new things and the changing world through my sons’ eyes is really exciting,” says Jensen. She recounts recently watching TV with one of them, who instinctively talked into the voice-activated remote rather than scrolling to find a show (as she would have done). “Voice is a technology we’re thinking about,” she continues, “in terms of how to help customers access our brand, our people and our fashion.”
Jensen began her career with Nordstrom at age 15 as a stockperson in the company’s downtown Portland, Oregon location. She was soon promoted to cashier, and once she began interacting with customers, she fell in love with the “art of the experience,” helping customers look good and feel their best. Since then, Jensen has held leadership positions across the company, managed both Nordstrom and Nordstrom Rack stores and served as an online merchandising manager. Her team will help support the Nordstrom NYC flagship, which will open this fall, and the Nordstrom Men’s Store, which opened in April 2018.
Recently, Jensen led the development, launch and recent expansion of the Nordstrom Local service concept in Los Angeles. The concept brings Nordstrom services such as Buy Online Pickup In Store, alterations and personal styling to the neighborhoods where customers live and work. “We’re finding new ways to bridge our physical and digital experiences,” she says, “in ways that resonate in the local markets.”