Director, Customer Insights

SymphonyAI Retail is a leading provider of advanced AI-driven solutions and services specifically designed for the retail industry. We empower retailers and consumer packaged goods (CPG) companies with innovative technology to enhance their operations, optimize decision-making, and deliver exceptional customer experiences.

We are seeking a Director, Customer Insights, this position provides dedicated consulting support to a large retailer. The Director of Customer Insights provides strategic, client-dedicated consulting leadership across one of our largest grocery retail clients, overseeing multiple Divisions. This role is both a people leader (managing a team of Senior Managers and Managers embedded in Divisions) and a senior hands-on thought partner with direct responsibility for one Division.

You will champion a customer-centric retailing agenda, helping the client transform merchandising, pricing, and promotional decisions through AI-driven insights, advanced analytics, and actionable recommendations. The ideal candidate blends executive presence, consulting expertise, and analytic fluency to inspire teams, influence senior retailer stakeholders, and accelerate measurable business value.

Please note: This role is a hybrid role and candidate will need to reside in or near the Philadelphia area. 

What you will do:

Client & Strategic Leadership

• Serve as the senior insights partner across multiple Divisions, guiding executives on customer-centric strategies in merchandising, pricing, and promotions.
• Translate complex data into fact-based storytelling and actionable recommendations that influence retailer decision-making.

Team Leadership

• Lead and coach a team of Senior Managers and Managers, while directly supporting one Division to model best-in-class consulting.
• Build team capabilities in insights delivery, client engagement, and commercial impact.

Commercialization & Value

• Drive adoption of SymphonyAI tools and ensure insights are activated and linked to measurable business outcomes.
• Champion the Identify–Activate–Realize (IAR) framework to deliver commercial value for both client and SymphonyAI.

Analytics & Transformation

• Guide the client's analytics transformation journey, bringing forward AI-driven insights and automation.
• Oversee deep dives into loyalty and merchandising data to uncover opportunities and deliver business value

What you will bring to SymphonyAI:

• Bachelor's Degree in Business, Analytics, or a related field; Master's or MBA preferred.
• 10+ years of experience in consulting, merchandising, category management, or insights roles, ideally with direct client leadership in grocery retail.
• Proven success leading teams of consultants/managers and influencing at senior executive levels.
• Expertise with customer and loyalty data, pricing/promotion analytics, and BI tools.
• Track record of driving measurable client value and leading complex, cross-functional initiatives.
• Strong consulting toolkit: problem structuring, synthesis, executive storytelling, change leadership
• Prior experience at a top-tier management consulting firm.
• Hands-on analytics capability (SQL, Power BI, Tableau) and comfort with AI/ML-driven insights platforms.
• Demonstrated experience in commercialization of analytic products or SaaS tools.
• Inspirational leader with a balance of strategic vision and hands-on consulting ability.
• Strong communicator and influencer with executive presence.
• Analytical thinker with a passion for uncovering the "why" behind customer behavior.
• Skilled at building high-performing teams and cultivating client trust.

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 enterprise IT. Since its founding in 2017, SymphonyAI has grown to today serve 2000+ Enterprise customers globally and has grown to 2,500 talented leaders, data scientists, and other professionals across over 30 countries.

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