Senior Manager, Customer Insights​/VOC

Why choose us

Are you ready to take the next step in your career? Join us for an exciting opportunity at Albertsons Companies, where innovation and customer service go hand-in-hand! At Albertsons Companies, we are looking for someone who's not just seeking a job, but someone who wants to make an impact. In this role, you'll have the opportunity to lead, innovate, and contribute to the growth of a company that values great service and lasting customer relationships.

This position offers the chance to work in a fast-paced, dynamic environment that's constantly evolving.

The Senior Manager, Voice of Customer (VOC) Product is a high-performing individual contributor who owns the long-term product vision, strategy, and technical enablement of customer feedback and insights capabilities across the enterprise. This role requires a working knowledge of research disciplines - such as survey design, qualitative methods, and customer analytics to credibly partner with research and data science teams, but the primary focus is not leading primary research studies.

Instead, this leader defines the technology, platforms, and integrations that transform customer signals into operational action.

This is a product-oriented role at its core. The Senior Manager partners deeply with Engineering, Data Science, and Platform teams to build scalable VOC infrastructure, embed AI-enabled insights into business workflows, and drive adoption across a complex retail operating environment. Success requires fluency in retail operations, an ability to connect customer feedback to frontline and back-office change management, and a track record of influencing cross-functional teams without direct authority.

• Own the end-to-end product vision, roadmap, and prioritization for Voice of Customer and customer insights platforms, ensuring alignment with enterprise customer experience, loyalty, and operations strategies.
• Translate business and operational needs into technical requirements for engineering and data teams, including data pipelines, platform integrations, API development, and AI/ML feature deployment.
• Manage VOC and insights products through their full lifecycle: from discovery and requirements definition through launch, adoption, iteration, and long-term platform evolution.
• Leverage a working knowledge of research disciplines—including survey methodology, sampling, qualitative research, and customer analytics to inform product requirements and ensure technical solutions meet rigorous customer understanding standards.

• Partner directly with Engineering, Data Science, and Analytics teams on the development, tuning, and deployment of AI-enabled insights capabilities, including Large Language Model (LLM) applications.
• Define requirements for data engineering, new data source integrations, and data pipeline architecture needed to support scalable VOC analytics, personalization, and operational reporting.
• Evaluate technical feasibility of new capabilities, including system integrations, cloud-based platforms, and real-time feedback infrastructure.
• Apply first-hand experience with AI outputs—particularly LLMs—to design practical, high-impact applications that make customer feedback actionable at scale.

• Demonstrate a strong understanding of retail operations and use that knowledge to connect customer feedback to tangible operational improvements across stores, supply chain, digital, pharmacy, and customer service.
• Lead operations change management efforts to ensure new VOC tools, workflows, and insights are adopted and embedded into frontline and back-office operations.
• Define, track, and…