Senior Manager, Customer Experience Measurement & Insights

Job Description

The Customer Experience Measurement & Insights Senior Manager provides insights on customer perceptions of Best Buy to enable senior leaders to make key customer-centric decisions. This role will analyze and synthesize customers' likelihood to recommend Best Buy, lead customer experience (CX) benchmarking, coordinate monthly insights workstreams, and drive text analytics best practices. This role will provide prioritization, work direction and development support for direct reports who will be responsible for completing qualitative and quantitative analyses to enable compelling CX insights. This leader will have a strong ability to connect customer insights with strategies and initiatives. This person will proactively partner with stakeholders to influence decisions based on identified opportunities and recommended actions.

This role is hybrid, which means you will be required to work some days on-site at the Best Buy location listed on this posting and some days virtually from home or other non-Best Buy location. The specific work arrangements vary by role and team. The recruiter or hiring manager will provide more details during the hiring process.

What you'll do

• Provide insights on membership satisfaction and Relationship Net Promoter Score (R. NPS) through data analysis, synthesis, and storytelling to influence business strategies
• Share key satisfaction insights in monthly business reviews and make connections into the business
• Collaborate with peers to triangulate membership and R. NPS insights with primary research, CX satisfaction, customer behaviors, and financial outcomes
• Determine optimal survey design, audience targeting, and data enrichment requirements
• Lead monthly CX satisfaction synthesis process for executive-level review, including content review / editing for cohesive materials and summary
• Partner with external vendors to monitor syndicated and deploy custom CX Benchmarking; socialize findings with senior leaders
• Coach direct reports on analyzing and infusing text analytics insights
• Collaborate with vendors and internal partners to maximize text analytics capabilities, including dashboards / reporting visualizations and utilization, while developing text analytics best practices with CX Insights peers.

Basic qualifications

Preferred qualifications

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 :

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.

Benefits

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