Vice President, Customer Strategy and Insights

Best Buy; Saint Paul (MN); Remote; USD 120,000 - 180,000; Full time

Job summary

An established industry player seeks a Customer Strategy & Insights Leader to champion the voice of the customer across the enterprise. This pivotal role involves leading a high-performing team to drive customer-centric strategies that shape decision-making and unlock growth opportunities. The ideal candidate will have extensive experience in customer strategy, consumer insights, and team leadership. Join a company that values its employees and is committed to enriching lives through technology, offering a supportive work environment and generous benefits.

Benefits

Competitive Pay

Generous Employee Discount

Physical and Mental Well-being Support

Qualifications

• 10+ years in customer strategy and insights.
• Experience leading teams and influencing executives.
• Strong background in retail and consumer behavior.

Responsibilities

• Lead enterprise research to support strategic decision-making.
• Drive customer-centric strategies across business units.
• Measure customer experience and connect insights to actions.

Skills

Customer Strategy

Consumer Insights

Customer Experience

Data Analysis

Team Leadership

Education

Bachelor's Degree

Master's Degree

Tools

PowerBI

5-Star Dashboards

Job description

Job Description

As the Customer Strategy & Insights Leader, you will champion the voice of the customer across the enterprise—leading a high-performing team of researchers and strategists focused on understanding customer and employee behavior, anticipating trends, and translating insights into strategic advantage. You will drive customer-centric strategies that integrate across business units, shape enterprise decision-making, and unlock new opportunities for growth and differentiation.

What you’ll do

Enterprise Research

• Responsible for critical enterprise research plans to support business decision making and direction
• Accountable to provide strategic guidance based on consumer insights to Marketing, and teams across the enterprise related to horizontal brand initiatives.
• Includes bringing the voice of the employee into decisions made by HR, Omnichannel Ops, Experience Design, DAT, etc. through primary research.
• Accountable to provide strategic guidance based on consumer and customer insights to Category and Channel teams, as well as Vendor partners.

Customer Strategy

• Responsible for bringing customer and employee voice to partner strategies. Key responsibilities of the team include:
  • Strategic Targeting: Defines who we aim to serve and the value we create for them.
  • Opportunity Definition: Identifies, defines, and prioritizes high-impact customer opportunities.
  • Experience Strategy: Defines future experience objectives.
  • Business Activation: Support business leaders in prioritizing what is most important to customers, where to focus next, and partner to integrate customer insights and solve pain points.
  • Lead and develop customer comprehensive customer insights to drive strategic decision-making and enhance business outcomes.

Customer Strategy Marketplace

• Responsible for measuring customer experience within retail and preparing for changing consumer behaviors including marketplace experience measurement, on-going evolution (e.g. Reporting Enhancements within 5-Star Dashboards and PowerBI, program health) and connecting Customer Sentiment to Behaviors (e.g. 5-Star Integration with BBCC Transcription Analytics5-Star and R. NPS impact on customer behavior)

Customer Experience Measurement

• Responsible for connecting holistic CX insights to business strategies, uncovering key opportunities, and recommending actions
• Accountable to advance enterprise decision-making by providing industry, consumer, and customer and employee experience insights that are relevant, actionable, and contextualized.

Strategic Management

• Responsible for bringing people and plans together to efficiently and effectively deliver customer, employee, and research project outcomes leaning into human-centered design knowledge and skills.
• Key responsibilities of the team include project leadership, communication management and portfolio management
  • Lead your team to develop long-term customer strategies that align with business objectives, overseeing a $ million budget
  • Influence annual enterprise priorities based on customers’ current and future needs
  • Build partnerships with leaders across the company to influence strategies and improve customer experiences
  • Develop a measurement system based on critical customer metrics
  • Lead employee and customer research teams to build stakeholder alignment
  • Grow your skills and network externally to build well-rounded perspectives and strategies

Basic qualifications

• 10 years of experience in customer strategy, consumer insights, customer experience, enterprise strategy or marketing
• 15 years of experience collaborating with and influencing senior and executive leaders
• 10 years of experience in retail, consumer packaged goods, technology, media and entertainment, or hospitality and travel
• 10 years of experience leading teams
• Ability to travel up to 50% if not local to Richfield, Minnesota

Preferred qualifications

• Previous experience providing strategic guidance based on consumer insights to the enterprise through data analysis, including collecting, processing, and interpreting large datasets
• Experience in measuring and analyzing customer experience through various methods such as surveys, interviews, and data analysis
• Previous omnichannel management experience
• Proven experience in portfolio management, including developing investment strategies, managing risks, and analyzing performance
• Expertise in utilizing customer insights as input into the Enterprise earnings process

What’s in it for you

We’re committed to helping our people thrive at work and at home. We offer generous benefits that address your total well-being and provide support as you need it, especially key moments in your life.

Our benefits include:

• Competitive pay
• Generous employee discount
• Physical and mental well-being support

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.

Req #

983359BR

Brand

Best Buy

Job Category

Executive Group

Job Level

Vice President

Minimum Pay

0.00

Maximum Pay

0.00

Store Number or Department

100024 Remote - Minnesota

Address Line 1

Remote

City

Saint Paul

State

Minnesota

Zip

55101

Benefits

Best Buy offers a range of benefits to support your overall well-being, as outlined in the Benefits Guide. Eligibility may vary.