Highlights
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. 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.
Numbers & Facts
| Location | Minneapolis, Minnesota |
| Industry | Retail |
| Company Size | 10,000 employees or more |
| Year Founded | 1966 |
| Website | http://www.bestbuy-jobs.com/ |
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
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&l
About Company
Energetic teams. Fun atmosphere. Exciting opportunities.
That’s what you’ll find at Best Buy. Care to join us?
You can feel the energy here. And we’re not talking about the hum of electronics (there’s that, too). We’re talking about people.
Best Buy employees are friendly, enthusiastic and willing to help you succeed. Sure, we’re a big company — the world’s largest consumer electronics retailer — but that doesn’t stop us from having fun while doing what we love: bringing technology into people’s lives in meaningful ways.
When you join our team, we consider you part of our Best Buy family. And what you do here every day will support our goal to make people’s lives better, easier and more enjoyable through the great products we sell.
So if you’d like using your talents to help improve people’s lives, bring it! We’d love to have your energy here.