Job Description
As the Enterprise Research Senior Manager, you will be responsible for the customer experience that is used to deliver key results across the enterprise. You will partner with enterprise stakeholders and collaborate with cross-functional teams to implement the Customer Experience Measurement (CXM) strategy. You will also be responsible for the overall “health” of the CXM program, support CX Council strategies and lead ongoing enterprise wide CXM program communications and training. A successful candidate will have the ability to influence cross-functional partners and senior leaders, strong communication, interpersonal and organization skills. This role also requires strong business as well as technology and CX acumen to successfully evaluate the effectiveness of CXM processes to ensure feedback is presented to the right customer at the right time with the right questions.
This role is remote eligible, which means you would work virtually from home or another non-Best Buy location.
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.
Responsibilities
What you’ll do:
- You will lead CX Measurement strategy implementation by driving cross-functional collaboration and prioritization. You will manage efforts with partners to optimize CX Measurement engagement and ensure CX measurement strategies achieve program objectives.
- You will develop a comprehensive CX Measurement program health monitoring system to ensure adequate and representative results for 15+ surveys by partnering with internal data and analytics partners to pull relevant customer information to inform effective CX measurement strategies. You will also recommend CXM roadmap items and modifications based on program results, evolving business needs and customer preferences
- You will create and share executive-level CXM program documentation. You will also lead CX council planning, content creating and member engagement, including conducting feedback sessions and gathering input.
- You will manage stakeholders and influence cross-functional alignment on CX measurement updates. You will design, implement and lead CX council outer loop 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
Qualifications
Basic qualifications
- 7+ years in a related customer experience, experience design, research, strategy, retail, agency or project management job
- 7+ working with cross functional partners
- 7+ years' experience in navigating complex organization and partnering and influencing senior leaders
Preferred qualifications
- Working knowledge of customer experience measurement methodologies and project management
- Ability to influence without authority, product produce effective artifacts with enterprise tools such as Word, PowerPoint, Excel, and Miro, and communicate ideas and visions to peers and leaders.
Best Buy
Richfield, MN
US
