Senior Manager, Customer Insights

my7elevenhr; Irving (TX); On-site; USD 140,000 - 190,000; Full time

Job summary

7-Eleven is seeking a Senior Manager, Customer Insights to lead and elevate our Customer Insights function, ensuring insights are strategically embedded across the organization and directly influence key business decisions.

This primary research role anchors analytics with qualitative and quantitative studies, customer feedback, and market intelligence, guiding strategy for growth, customer experience, and performance across stores and digital channels.

Qualifications

• Senior-level expertise in customer insights and market research.
• Strong ability to translate data into actionable business decisions.
• Excellent cross-functional collaboration and stakeholder management.

Responsibilities

• Own the Customer Insights roadmap, intake process, and research pipeline to drive growth and customer experience.
• Build enterprise view of customer need states and competitive intelligence to inform product and brand strategies.
• Translate research findings into compelling narratives to influence decisions across Marketing, Merchandising, Operations, Loyalty, and Digital.
• Oversee design and delivery of qualitative and quantitative research programs and ongoing listening/measurement initiatives.

Job description

7-Eleven is an iconic family of brands with over 86,000 locations, surpassing every retailer in the world. We revolutionize convenience, restaurants and fuel through cutting edge innovation - working hard to be the customer's first choice. 7-Eleven empowers our employees to "activate awesome" and make a meaningful impact in their stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of convenience.

JOB SUMMARY:

We are seeking a Senior Manager, Customer Insights to lead and elevate our Customer Insights function, ensuring insights are strategically embedded across the organization and directly influence key business decisions. This is a primary research role. Our Analytics team owns behavioral, transactional, and performance data; Customer Insights owns understanding why customers think, choose, and behave the way they do - through qualitative and quantitative research, customer feedback, and market intelligence. The two functions partner closely so the business gets one coherent story about the customer.

KEY DUTIES AND RESPONSIBILITIES:

• Strategy and Roadmap Ownership Own the Customer Insights roadmap, intake process, and research pipeline, ensuring resources are aligned to the highest-priority business objectives. Proactively identify customer knowledge gaps and recommend research that drives growth, innovation, customer experience, and business performance.
• Customer Foresight and Competitive Intelligence Own the enterprise view of customer need states - how needs are evolving, which are underserved, and where headroom exists - and keep that framework current, validated, and usable by innovation, merchandising, and brand teams. Build a forward-looking read on where customer behavior is heading, not just where it has been, pressure-testing which shifts are durable signals worth building against and which are noise. Own competitive customer intelligence: understand how competitors and adjacent channels are meeting the same customer needs and frame the risk and opportunity from the customer's point of view - occasion and trip share, switching triggers, and unmet needs a competitor is serving better. Anticipate the questions leadership will need answered next, bringing a point of view before it is requested.
• Cross-Functional Partnership and Influence Serve as a strategic partner to leaders across Marketing, Merchandising, Operations, Loyalty, and Digital, translating business challenges into actionable research plans. Build durable relationships across functions and influence without authority, aligning stakeholders with competing priorities around a single, credible research agenda. Partner with Analytics to pair the 'what' of behavioral and transactional data with the 'why' of primary research, ensuring both functions tell one story rather than two. Synthesize research, customer feedback, and market and competitive intelligence into compelling narratives that influence decisions at every level, up to the executive team.
• Research Design and Execution Oversee the design, execution, and delivery of qualitative and quantitative research programs, ensuring methodological rigor and actionable recommendations. Own the always-on listening portfolio - the ongoing visit satisfaction survey program, brand health and tracking studies, and any customer community or panel - protecting continuity of measurement and delivering clear reads on how customer sentiment is trending. Turn visit-level sentiment into action, partnering with Operations, Merchandising, and field leadership to identify what is driving satisfaction and dissatisfaction and to validate whether interventions moved the score. Embed research into the innovation and product development process, from early opportunity framing through concept testing, in-market validation and lead after-action reviews that capture what the customer learning got right. Ensure every deliverable ends in a recomme