Director Customer Insights & Experience

About the role

The Director of Customer Insights & Experience leads customer insights and experience strategy by uncovering customer needs, behaviors, and opportunities, then translating those insights into actions that improve engagement and business performance. This role oversees customer research, segmentation, customer experience measurement, and journey mapping while partnering across Marketing, Loyalty, Operations, Retail, and Customer Service to shape how customers experience the Maverik brand.

Responsibilities

• Provides leadership to direct reports, including but not limited to, hiring, training and development.
• Lead customer research and insight strategies to identify customer needs, behaviors, and pain points, translating findings into actionable recommendations that drive business performance and customer satisfaction.
• Develop and manage the annual Customer Learning Plan, budget, and long-term research roadmap to support evolving customer and business needs.
• Own customer segmentation strategies, ensuring marketing, loyalty, operational, and customer experience initiatives are tailored to key customer groups and business objectives.
• Establish and oversee customer experience measurement programs, including CSAT and related metrics, to evaluate performance and identify opportunities for improvement.
• Lead end-to-end customer journey mapping across digital, in-store, and service touchpoints to improve customer engagement, reduce friction, and enhance overall experience.
• Partner with Customer Service leadership to leverage customer feedback, research insights, and performance data to improve service quality, consistency, and customer satisfaction.
• Drive store-level customer experience standards and marketing execution in partnership with Operations and retail leadership to ensure customer-focused, operationally effective solutions.
• Collaborate with marketing, brand, loyalty, analytics, and operations teams to implement customer insights and experience enhancements across campaigns, channels, and business processes.
• Influence organizational strategy and operational decision-making by serving as the voice of the customer and championing a customer-centric culture across the enterprise.

Requirements

10+ years of experience in customer experience, customer insights, marketing, or related roles.

Demonstrated success leading segmentation, research, and experience initiatives across multiple customer types or segments.

Experience owning budgets and setting multi-year learning or research roadmaps.

Proven ability to influence operational change without direct authority.

Qualifications

Bachelor’s degree in Marketing, Business, Customer Experience, or a related field required; advanced degree preferred.

Skills

Strong leadership and communication skills.

Ability to analyze complex data and translate insights into actionable strategies.

Excellent collaboration and partnership skills with cross-functional teams.

Benefits

• Full Health, Dental, and Vision Package with company contribution to cost
• In-Store and Fuel Discounts
• Retailer Retirement plan with company match (401K)
• Eligible for the annual incentive bonus program
• Profit Sharing: When Maverik succeeds, so do you.
• Comprehensive Paid Time-Off Policy, along with additional perks and benefits

Pay

$162,000 - $185,000 + DOE and Bonus Opportunities