Senior Insights & CX Integration Leader

Best Buy; Minnesota; Hybride; USD 150 000 - 190 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

CX measurement

Insights leadership

Stakeholder management

Strategic thinking

Data synthesis

Change management

AI-driven research

Description du poste

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.