Customer Insights and Integration Senior Manager

Best Buy; Minnesota; Hybrid; USD 150,000 - 190,000; Full time

Job summary

Best Buy is seeking a Senior Manager, Customer Insights & Integration to lead the customer experience strategy for Retail Experiences. You will own the CX measurement program, translating customer feedback and research into actionable priorities, influencing senior leaders, and driving data-driven decisions across the organization.

You will partner with data, analytics, measurement, research teams, and external vendors to synthesize insights from diverse sources into cohesive recommendations.

Qualifications

• 7+ years in insights, customer experience, strategy, analytics, or related leadership role.
• 3+ years of direct or indirect people leadership.
• Experience leading customer experience (CX) measurement, insights, or voice-of-customer programs and translating findings into business action.
• Strong business acumen with the ability to synthesize insights from multiple data sources and translate them into strategic recommendations and business outcomes.
• Proven ability to operate as a trusted advisor and embedded partner in a complex, matrixed environment.

Responsibilities

• Develop customer and experience strategies for Retail and Store Services, grounded in rigorous primary and secondary research.
• Own CX measurement for Retail Experiences using Best Buy's internal 5-Star metrics, establishing a clear view of experience performance through the monthly business review process and synthesizing customer feedback, research, and operational data to identify drivers, diagnose pain points, monitor trends, and prioritize actions.
• Serve as the accountable and trusted insights partner to Retail and Store Services leaders, proactively framing business questions, shaping priorities, influencing decisions, and ensuring customer evidence is embedded early in decision‑making.
• Partner across data, analytics, customer measurement, research teams, and external vendors to connect evidence, strengthen measurement approaches, and integrate 5-Star findings with behavioral, operational, financial, market, and research data into cohesive insights and recommendations.
• Translate insights into clear 'so what' and 'now what' implications, influencing business owners to embed customer strategies into business planning, operational improvements, service design, experience roadmaps, and performance priorities.
• Contribute to the development and evolution of Best Buy's enterprise customer strategy and deliver executive-, officer-, and board-level storytelling grounded in robust research and evidence.
• Lead, coach, and develop two direct reports, a Manager and a Senior Analyst, setting clear priorities, building team capabilities, and enabling high‑quality insights and business impact.

Skills

CX measurement

Insights leadership

Stakeholder management

Strategic thinking

Data synthesis

Change management

AI-driven research

Job description

As the Senior Manager, Customer Insights & Integration supporting the Retail and Store Services channel, you'll serve as a strategic leader and integrator of evidence, elevating the customer voice in business decision-making and identifying opportunities to deliver long-term customer and business value. You'll lead CX measurement for Retail Experiences using Best Buy's internal 5-Star metrics, ensuring customer experience performance and feedback are translated into clear insights, priorities, and opportunities for improvement. You'll also lead and conduct primary and secondary research, own the end-to-end research agenda for the channel, and integrate proprietary research with customer measurement, behavioral, operational, financial, and external data sources to provide holistic, forward‑looking perspectives on our customers and the retail and services experience.

This role is hybrid, which means you will be required to work on site Monday through Thursday at the Best Buy corporate office in Richfield, Minnesota. You can work virtually from home or another non‑Best Buy location on Friday. The recruiter or hiring manager will provide more details during the hiring process. This role will require about 10-20% of travel throughout the year.

What You’ll Do

• Develop customer and experience strategies for Retail and Store Services, grounded in rigorous primary and secondary research and aligned to long-range vision, strategic priorities, and growth opportunities
• Own CX measurement for Retail Experiences using Best Buy's internal 5-Star metrics, establishing a clear view of experience performance through the monthly business review process and synthesizing customer feedback, research, and operational data to identify drivers, diagnose pain points, monitor trends, and prioritize actions
• Serve as the accountable and trusted insights partner to Retail and Store Services leaders, proactively framing business questions, shaping priorities, influencing decisions, and ensuring customer evidence is embedded early in decision‑making
• Partner across data, analytics, customer measurement, research teams, and external vendors to connect evidence, strengthen measurement approaches, and integrate 5-Star findings with behavioral, operational, financial, market, and research data into cohesive insights and recommendations
• Translate insights into clear 'so what' and 'now what' implications, influencing business owners to embed customer strategies into business planning, operational improvements, service design, experience roadmaps, and performance priorities
• Contribute to the development and evolution of Best Buy's enterprise customer strategy and deliver executive-, officer-, and board-level storytelling grounded in robust research and evidence
• Lead, coach, and develop two direct reports, a Manager and a Senior Analyst, setting clear priorities, building team capabilities, and enabling high‑quality insights and business impact

Basic Qualifications

• 7+ years in insights, customer experience, strategy, analytics, or related leadership role.
• 3+ years of direct or indirect people leadership
• Experience leading customer experience (CX) measurement, insights, or voice-of-customer programs and translating findings into business action.
• Strong business acumen with the ability to synthesize insights from multiple data sources and translate them into strategic recommendations and business outcomes.
• Demonstrated ability to identify patterns, connect diverse inputs, and develop clear, actionable insights that influence decisions and priorities.
• Proven ability to operate as a trusted advisor and embedded partner, influencing stakeholders and driving outcomes in a complex, matrixed environment.
• Strategic leadership skills with the ability to influence without direct authority and effectively communicate with diverse audiences.

Preferred Qualifications

• Knowledge of change management and change leadership
• Understanding of Human-Centered Design (HCD) or design thinking
• Advanced PowerPoint and Excel skills
• Experience leveraging AI to design, scale, and accelerate primary and secondary research, including survey design, qualitative analysis, and insight generation
• Success working across teams and functions to integrate insights and drive alignment on business decisions
• Experience in a Retail or Field Leadership role accountable for the customer experience.

What’s In It For You

We’re committed to helping our people thrive at work and at home. Best Buy offers a range of benefits to support your overall well‑being and provide support as you need it, especially at key moments in your life.

Our Benefits Include

• Competitive pay
• Great employee discount
• Financial savings and retirement resources
• Support for your physical and mental well‑being

Best Buy provides different types of leaves of absence (LOA) and potential pay sources to employees based on eligibility. The length of your LOA depends on your situation, where you live, your full‑time or part‑time employment status, and federal and state regulations. Intermittent or reduced‑schedule leave is also available for certain medical or family care leaves. Paid time off (vacation or PTO) is offered to full‑time and part‑time employees based on work location, employment status, salary or hourly status (exempt/non‑exempt), and years of continued or bridged service. Certain roles, where market norms demand it, are eligible for various forms of incentive pay to drive performance and offer recognition for achieving financial and strategic results. For more information about our incentive pay plans, including eligibility, please refer to our Incentive Programs Summary. For more information about benefits, LOA and paid time off, please refer to our Benefits Guide.

About Us

As part of the Best Buy team, you’ll help us fulfill our purpose to enrich lives through technology. We bring that to life every day by humanizing and personalizing tech solutions for every stage of life — in our stores, online and in customers’ homes.

Our culture is built on deeply supporting and valuing our amazing employees who make it all possible. We’re committed to being a great place to work, where you can unlock unique career possibilities. Above all, we aim to provide a place where you can bring your full, authentic self to work now and into the future. Tomorrow works here.

Best Buy is an equal opportunity employer.

Full time