Senior Manager, Service Experience & Journey Design

Best Buy; Minnesota; Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Competitive pay

Employee discount

Retirement resources

Well-being support

Job summary

Best Buy is seeking a Sr. Manager, Services Offerings Experience to define and advance customer-focused service improvements across installation, support, repair and ongoing care.

You will integrate customer research, journey data and performance metrics to identify opportunities and shape solutions that drive meaningful outcomes. You will work hybrid from the Richfield, MN office (Mon-Thu on site) with optional Friday remote work, collaborating across Services, Insights, Analytics, Finance and

Qualifications

• 7+ years in customer experience, service design, program/project leadership, research, retail ops, strategy or related field
• 3+ years leading teams or cross-functional workstreams
• 2+ years conducting or integrating customer research, competitive insights, journey mapping, operational data and performance analytics
• 2+ years translating evidence into opportunity definitions, experience requirements, roadmaps or executive recommendations
• 2+ years leading complex cross-functional programs with dependencies, milestones, risks and decision-makers
• Proven ability to lead through ambiguity and influence stakeholders in a matrixed environment

Responsibilities

• Own the services experience learning agenda across priority customer technology journeys.
• Lead end-to-end customer and operational journey analysis to identify friction points and moments that matter.
• Synthesize qualitative and quantitative evidence into opportunity statements, experience requirements and priorities.
• Facilitate cross-functional prioritization by linking customer impact, strategic relevance and value.
• Shape and lead workstreams from opportunity definition through solution testing and implementation.
• Define experience measures and learning plans with Analytics and Customer Insights.
• Identify execution barriers and elevate decisions to senior leaders.
• Partner with business leaders to determine the path for prioritized opportunities.

Skills

Leadership

Program leadership

Research

Journey mapping

Analytics

Cross-functional work

Job description

Best Buy is seeking a Sr. Manager, Services Offerings Experience to define and advance customer-focused service improvements across installation, support, repair and ongoing care.

You will integrate customer research, journey data and performance metrics to identify opportunities and shape solutions that drive meaningful outcomes. You will work hybrid from the Richfield, MN office (Mon-Thu on site) with optional Friday remote work, collaborating across Services, Insights, Analytics, Finance and