Sr. Analyst, Customer Experience Insights at Best Buy in Richfield, Minnesota

Job Description:

Role Summary:
The Sr. Analyst is part of the Customer Experience Insights team within the Customer Office. The person in this role will analyze customer feedback on various interactions and synthesize those insights with the goal of informing, supporting and influencing teams across the organization to continually improve and differentiate experiences for customers. The role will require curiosity, proactiveness, sense of urgency, and ability to partner cross-functionally with other teams in the Enterprise to provide a holistic view of the impact Best Buy is having on our customers during various touchpoints in their shopping journey.

At Best Buy we create work environments where every employee feels like they truly belong and contribute to our shared purpose. We are one of the best companies for our customers and employees because we fully embrace people from all backgrounds and identities. Our customer base is diverse, and we are committed to ensuring that our workforce is reflective of the communities we serve.

At Best Buy, we are obsessed with building long term relationships with our customers. Every team member should feel empowered to deliver a world-class and unique experience based on what each customer needs.

Key Responsibilities:

• Distill large amounts of quantitative and qualitative data into synthesized, actionable insights by using various statistical methods, such as correlations and regressions


• Convey compelling insights to varying levels within the organization using storytelling techniques and delivering live presentations


• Support the design of surveys and other feedback mechanisms to appropriately capture customer perceptions


• Serve as a subject matter expert on customers’ perceptions of Best Buys’ experiences


• Build strong relationships with business teams across the organization to bring the voice of the customer to the conversation


• Utilize customer feedback to influence operational changes to better serve our customers


• Enable foundational decision making by supporting continued CX measurement program and reporting improvements and enhancements

• 3+ years of experience in market or consumer research


• Strong data analysis, writing, and communication skills with emphasis on insights/implications/recommendations or storytelling techniques


• Experience with designing and/or managing quantitative and/or qualitative research projects (tracking studies, focus groups, multi-mode surveying, in-depth-interviews)


• Experience with statistical software, such as SPSS and mTab


• Intermediate Microsoft Excel skills

• Strong preference given to experience with Customer Loyalty and Satisfaction measurement, especially in a Retail environment


• Familiarity with text analysis or machine learning tools and techniques (e.g. Clarabridge, IBM Watson)


• Experience with data visualization tools (e.g. Tableau, Power BI)


• Experience with survey programming tools and/or online reporting portals


• Familiarity with building new and modifying existing SQL queries