Senior Manager, Customer Insights

Overview In this role you will lead the Customer Insights function to embed insights into strategic decisions across marketing, merchandising, operations, loyalty, and digital. You’ll shape the research roadmap, own the always-on listening programs, and partner with Analytics to tell a single, customer-centered story. You drive impact by turning findings into actionable recommendations that affect growth, customer experience, and brand strategy. This position offers visibility with senior leadership and a fast-paced retail context. Responsibilities Own the Customer Insights roadmap, intake, and research pipeline aligned to top business priorities Identify knowledge gaps and propose research that drives growth, innovation, and customer experience Lead enterprise customer foresight and competitive intelligence to inform product and brand decisions Influence cross-functional leaders to adopt a unified research agenda and translate challenges into actionable plans Oversee qualitative and quantitative research design, execution, and delivery with actionable recommendations Manage the always-on listening portfolio (satisfaction surveys, brand health, panels) and track sentiment trends Embed research into opportunity framing and product development from concept to market validation Ensure deliverables end with clear recommendations and track business impact Lead and develop the Customer Insights team, prioritizing work and fostering growth Improve processes, tools, and governance for faster, higher-quality insights while upholding ethics and data trust (vendor management included)Promote a customer-centric culture and democratize access to insights throughout the organization Key requirements 8–10+ years of experience in Customer Insights, Consumer Insights, or Market Research Bachelor's degree in business administration, behavior science, customer research, marketing, finance, statistics, economics, or related field Proven ability to influence senior stakeholders through storytelling and data-driven recommendations Experience building and managing strategic research roadmaps aligned to business objectives Strong leadership in coaching and developing high-performing research teams Expertise in qualitative and quantitative methods (surveys, tracking, testing, segmentation, journeys, focus groups, interviews, conjoint/Max Diff)Ability to connect insights to financial, operational, and strategic outcomes and to operate with ambiguitystrong storytelling and executive communicationcollaboration and relationship-building across functionspriority-setting and trade-off decision-makingqualitative and quantitative research methods (surveys, tracking, brand health, concept testing)need-state or jobs-to-be-done frameworksFR data integration with loyalty/CRM/behavioral data