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Manager, Decision Science - Customer Analytics
BrandBest Buy

The Manager, Customer Analytics will work to provide valuable information to the enterprise about the customer’s relationship and behaviors with Best Buy. This includes how customers spend with us (in store, in home, web, mobile apps, etc.), as well as how they interact across the entire Best Buy ecosystem (advisors, chat, membership, subscriptions, etc.). As Best Buy continues to develop new and better ways to interact with our customers, you will be responsible for educating the business on how this impacts our customer relationships and corresponding customer behaviors as well as inform, de-risk, and monitor our localization efforts.

The Customer Decision Science team is responsible for creating and sharing out insights about the Best Buy customer using internal Best Buy data while also contextualizing performance with external data. This team strives to be the subject matter experts on Best Buy customer data and to deliver state of the art analysis using this data to our business partners.

Data science is the multi-disciplined practice of extracting value from data—problem-solving using curiosity, scientific methods, processes, and outputs of algorithms, platforms, and systems to extract knowledge and insights from structured and unstructured data. Decision Science professionals answer business questions, using queries, tabulations, and statistical techniques to understand and explain business performance and identify business opportunities.

Best Buy believes our company’s success depends on the passion and creativity of our amazing employees. To create environments in which our people can fully thrive, we turn to our guiding behaviors: Be human. Make it real. Think about tomorrow. These set the tone for Best Buy, along with our Rallying Cry: Let’s talk about what’s possible. Our supportive leaders collaborate with their teams through ongoing feedback and two-way dialogue to maintain a culture of continual learning. All these factors combine to create an unbeatable experience for both customers and employees. If you like to have fun while you work, build confidence, and grow your career, you’ll fit right in.

What will you do?
  • Lead, coach, and develop a team that performs customer analytics for the enterprise. Your team has a working business relationship with and is responsible for insights on Marketing, Properties, Category, and other internal clients across Best Buy. The goal of these relationships is to help advise and educate our clients on the customer’s overall relationship and behaviors with Best Buy, as well as provide guidance on how these fit into other customer touchpoints across the company.
  • You will build relationships with clients to identify opportunities for analyses that help answer key business questions, based on sound logic while managing timelines and capacity. The goal is to lead clients away from simplistic tallying and reporting, but instead drive them towards holistic analyses and recommendations. You will need the ability to think creatively on how to apply our internal customer data, external data sources, and other Best Buy knowledge together to create informative/insightful work for our clients.
  • For each project, you may assist in or lead writing SQL code, developing the methodology and analytical support to answer the question, creating presentation-ready material, and sharing out to the end client. This person in this role needs to be good at storytelling using data and analytics and be able to weave in how the topic fits in with the rest of the enterprise.
Lead and execute recurring and ad-hoc customer analyses
  • Scope and prioritize analytics business questions based on value, urgency, and dependency
  • Obtain and document clear project milestones and deliver insights, implications, and recommendations accurately and on-time, leading the organization to fact-based decision making in an expedient manner
  • Work cross functionally within the Decision Science and Analytics organization and beyond to synthesize multiple sources of information
Provide Advanced Analytical support to Decision Science and Analytics to support a 360-degree view of the customer and to provide growth for the larger organization
  • Drive Customer Engagement by providing sustainable metrics and delivering robust insights that shape annual and seasonal strategies
  • Contribute to the larger Decision Science and Analytics community by providing analysis, visualization, coding, and documentation best practices
  • Provide subject matter expertise for internal and external data sources used by the DSAC team
  • Identify all data sources used by the team and recommend additional sources based on team needs
  • For each source, understand and identify how to access and analyze the data, opportunities, and limitations, and use cases (what questions can the data answer)
  • Identify and maintain relationships with data vendors where appropriate
  • Integrate external data into a consumable form with the goal to democratize data sets for access across the DSAC or larger Decision Science team for regular reporting, ad hoc analysis, and curiosity exploration
Lead analysis support for complex decision support and diagnostic projects
  • Consult and diagnose business trends with a variety of corporate stakeholders
  • Incorporate data and inputs from across the DSAC team – and beyond – to investigate drivers of key business and customer outcomes
  • Indirectly lead and/or collaborate with other analytics practitioners
  • Leverage strong verbal and written communication skills to provide clear and concise insights, implications and recommendations related to the project
Minimum Qualifications: (You must meet or exceed all basic requirements to be eligible)
  • 5 or more years of experience in retail, research, analytics, business, or related area
  • 3 or more years of database and analytics experience using SQL on platforms like Netezza or Teradata
  • Four-year bachelor's degree in statistics, mathematics, economics, engineering, the physical sciences, computer science, or similar field with quantitative rigor
Preferred Qualifications:
  • 2 or more years of experience creating automated visual dashboards for clients using Tableau, PowerBI, or similar
  • 1 or more years of demonstrated management/leadership experience, with direct or indirect reports, providing task assignment, work direction, coaching, mentoring, etc.
  • Experience in a consumer insights function and a passion for education / democratization of data
  • Ability to clearly communicate ideas and results to non-technical business partners, as well as senior leadership
  • Master's degree in statistics, mathematics, economics, engineering, the physical sciences, computer science, or similar field with quantitative rigor
  • Relentless curiosity, creative problem-solving skills, and initiative

Auto Req. ID810030BR
Employment CategoryFull Time
Job CategoryDigital & Information Technology
Job LevelIndividual Contributor
Location Number957290-105-D&A COE-Decision Science-Customer
Address7601 Penn Avenue South


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