Manager, Customer Insights

Introduction

SymphonyAI is now hiring a Manager, Customer Insights to join our team to be on-site with our client in Phoenix, Arizona. 

This is a role for someone who doesn't just deliver insights; they embed themselves in the client's world, become indispensable to the team, and make the analytics platform part of how the client thinks every day.

As a Manager, Customer Insights, you will be the dedicated consulting presence inside one of our grocery retail clients, working alongside category managers, merchant teams & leaders to translate customer data into decisions. You will own your client relationships, manage your own priorities, and deliver high-quality, actionable work without waiting to be told what to do.

What sets the best people in this role apart is a combination of analytical skill, consultative thinking, and genuine curiosity. The ability to hear a business question and ask three more questions before touching the data. To probe and get to the real problem underneath. And then to bring the answer back in a way the client can actually use.

You will also embrace SymphonyAI tools, including the AI-powered capabilities that are increasingly central to what we deliver. That means actively using AI tools in your own work and helping clients understand what AI-driven insights mean for their business.

Job Description

Embedded Client Consulting

• Serve as the day-to-day customer insights partner for your assigned clients, present, engaged, and proactively adding value.
• Build trusted relationships with category managers, merchants, and senior leaders through consistent delivery and deep business understanding.
• Represent SymphonyAI on-site or virtually as a seamless extension of the client's team; not a vendor relationship.
• Manage your own project queue, prioritize competing demands, and deliver without relying on escalation or hand-holding.

Probe, Spiral & Deliver Actionable Insights

• When a client asks a question, probe thoughtfully; understand the business problem behind the business question, working with your senior team as needed.
• Lead end-to-end analytical projects from data pull through synthesis, story, and recommendation.
• Convert complex outputs from customer, loyalty, and merchandising data into clear, decision-ready insights.
• Ensure every deliverable answers 'so what?' and 'now what?' - not just 'what happened.'
• Maintain a high bar for quality and rigor; validate your own work before it reaches the client.

AI & Tool Advocacy

• Actively use AI tools in your own day-to-day work for analysis, synthesis, drafting, and problem-solving.
• Help clients understand, interpret, and trust AI-driven insights from SymphonyAI platforms, translating outputs into plain language and clear business implications.
• Bridge the gap between 'the AI said this' and 'here's what you should do about it', making AI-powered recommendations actionable and credible.

Cross-Functional Collaboration

• Partner with CPG-focused groups on joint business planning and category-level insights.
• Contribute to best practices, training materials, and team knowledge-sharing.
• Participate in quality control and validation of reporting and data outputs.
• Support team and client meeting preparation, bringing your client knowledge to the table.

WHO YOU ARE

You're the kind of consultant who earns trust by knowing the client's business better than they expect, and who sees a last-minute pivot as a challenge to rise to, and who gets genuinely excited when a new AI tool changes how you approach a problem.

▸	Deep Ownership: Treats the client's business seriously. Spots problems and brings them to your team's attention. Accountable for delivery and quality.
▸	Probe & Spiral: Asks the question behind the question. Seeks to understand the real business problem before building solutions. Works with your team to validate direction.
▸	Independent Operator: Works without a playbook. Manages their own priorities, deadlines, and client relationships. Self-directed with high accountability and low need for hand-holding.
★	AI Curiosity: Actively uses AI tools in their own work. Brings genuine enthusiasm for how AI-driven insights can improve client decisions without needing to be the technical expert.
▸	Tool Champion: Genuinely enthused about SymphonyAI tools. Uses them in your own work and helps clients understand what they offer. Learns new capabilities quickly.
▸	Insight Translator: Bridges data and decisions. Can take a complex output from a BI or AI-driven tool and make it immediately actionable for a category manager or merchant.
▸	Client Embedment: Becomes part of the client's team, not a vendor on the side. Earns trust by showing up, knowing the business, and delivering consistently.

You might be...	What makes it great...
Sitting with a category manager who wants to know why sales dipped and with which customer segments, and realizing three questions in that the real question is about a promotional strategy shift	You get to be the detective. Every conversation is a chance to reframe the problem better than the client could alone.
Walking a merchant team through an AI-driven SymphonyAI insight they've never seen before, and helping them understand what it means for their next planogram decision	You're the bridge between the model and the merchant. That's a rare skill and a valuable one.
Using an AI tool to draft the first cut of a synthesis deck, then sharpening it into something client-ready	You work smarter. AI amplifies what you're already good at, and you're not shy about using it.
Getting a last-minute request that changes your whole day, and figuring it out with support from your team	You're wired for this. The pace is fast, the clients are real, and the work matters.

Essential	Desirable  (★ = AI differentiators)
3–5 years in consulting, category management, or merchandising	★  Active use of AI tools (ChatGPT, Claude, Gemini, Copilot, etc.) in day-to-day work
Direct client-facing experience in grocery retail or CPG	★  Experience helping clients adopt or trust AI-driven analytics outputs
Proven ability to work independently in a client-embedded environment	MBA or Master's degree
Experience coaching or training client teams on analytics tools	Hands-on SQL or data querying capability
Proficiency with BI tools (Power BI, Tableau, or similar)	Experience with SymphonyAI or similar retail analytics SaaS
Strong working knowledge of customer/loyalty data
Bachelor's degree in Business, Analytics, or related field
Demonstrated consultative problem-solving approach

Innovation at Speed Be courageous. Take risks, learn from mistakes, and bring new ideas.

Customer Focus Build lasting client relationships. Act with integrity in every interaction.

Targeted Performance Own your outcomes. Be accountable and persevere through complexity.

Unified as One Break down silos. Share wins, support teammates, and enjoy the work.

About Us

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.#

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