Introduction

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 now hiring a Director, Customer Insights to join our team!  

 

We are looking for a high-impact Director of Customer Insights who is equally at home in the boardroom and in the data. This is a senior client-facing leadership role embedded in one of our largest grocery retail accounts — a trusted advisor to executive stakeholders, a hands-on problem solver who rolls up their sleeves, and a builder of high-performing consulting teams.

 

You will lead a team of Senior Managers and Managers across multiple stakeholder groups while personally owning the insights relationship in one Merchandising Pod. You will drive the customer-centric retailing agenda — translating loyalty data, behavioral analytics, and AI-driven signals into decisions that move the needle on merchandising (assortment & space), pricing, and promotions.

 

The ideal candidate blends executive presence with genuine analytical curiosity, is energized by AI and what unlocks for retailers, and thrives in fast-moving, client-embedded consulting environments.

Job Description

Executive Client Partnership

• Serve as the senior thought partner and trusted advisor to grocery retail executives across multiple Categories/Lines of Business (LOBs).
• Translate complex behavioral, loyalty, and merchandising data into clear narratives that drive executive decision-making.
• Present insights and recommendations confidently to C-suite and senior retail stakeholders.
• Build and sustain deep, durable client relationships that expand the scope and impact of our engagement.

Team Leadership & Development

• Lead, coach, and inspire a team of Senior Managers and Managers embedded across client Categories/Lines of Business (LOBs).
• Set a high bar for consulting quality; modeling best-in-class work through your own Pod ownership.
• Develop team capabilities in insight delivery, executive engagement, and commercial impact.
• Foster a culture of ownership, innovation, and continuous improvement.

Hands-On Analytics & Insight Delivery

• Personally conduct deep-dive analyses into loyalty, customer, and merchandising data to uncover high-value opportunities.
• Lead end-to-end analytical projects: from data acquisition and validation through synthesis and recommendation.
• Apply structured problem-solving to ambiguous business questions — with a bias toward action and measurable outcome.
• Champion the Identify–Activate–Realize (IAR) framework to ensure insights are activated and value is tracked.

AI & Analytics Transformation

• Guide clients along their analytics and AI transformation journey, helping them move from data to decisions at speed.
• Actively champion adoption of AI-powered platforms and tools within client organizations.
• Bring genuine curiosity about emerging AI capabilities, experimenting with tools and sharing what you learn.
• Identify opportunities where AI and automation can unlock new insight or operational efficiency for the team and the client.

Commercialization & Value Realization

• Ensure insights are linked to measurable business outcomes; not just delivered, but activated.
• Partner with internal teams to drive adoption of SymphonyAI tools and expand our solution footprint.
• Contribute to account strategy and growth through deep client understanding and trusted executive relationships.

WHO YOU ARE:

You bring a rare combination: the credibility of a senior consultant, the honesty of a great analyst, and the curiosity of someone who gets genuinely excited about what AI makes possible.

 

▸	Executive Presence: Comfortable in front of a CTO, Chief Merchant, or VP of Merchandising. Listens as well as leads and knows how to shape a room.
▸	IC Drive: Doesn't just direct — does. Can conduct their own analysis, build a compelling story in PowerPoint, and present it the same week.
▸	AI Curiosity: Follows AI developments with genuine interest, experiments with new tools, and brings AI-forward thinking into client problems.
▸	Client Obsession: Builds relationships that go beyond the deliverable. Clients trust them because they understand the business, not just the data.
▸	Analytical Rigor: Digs into the 'why.' Comfortable with loyalty data, merchandising analytics, and BI tools — and sets a high bar for quality.
▸	Builder Mentality: Grows talent. Gives feedback, develops managers, and builds team cultures where people do their best work.

 

WHAT YOU WILL BRING: 

 

Essential	Desirable
10+ years in consulting, merchandising, category management, or insights roles	MBA or Master's degree
Direct client leadership in grocery retail accounts	Background at a top-tier management consulting firm
Proven success leading and developing consulting teams	Hands-on SQL, Power BI, or Tableau capability
Deep expertise with customer/loyalty data and behavioral analytics	Experience with AI/ML-driven insights platforms
Track record influencing senior executives	Demonstrated experimentation with generative AI tools (ChatGPT, Claude, Gemini, etc.)
Excellent executive storytelling and presentation skills	Commercialization experience with analytic products or SaaS
Bachelor's degree in Business, Analytics, or related field	CPG or multi-banner retail environment experience
Proven ability as both strategic leader and individual contributor

About Us

About Us: 

SymphonyAI builds Vertical AI applications that help enterprises tackle their most complex, high-value challenges—like stopping financial crime, improving store performance, and boosting manufacturing efficiency. Trusted by more than 2,000 enterprise customers around the globe including 200 of the top financial institutions, top 25 CPGs, and many of the world’s largest grocers and industrial manufacturers, SymphonyAI delivers domain-trained applications and pre-built agents, ready to work on day one.

#LI-DC1 #LI-REMOTE