At Maverik, we don’t just offer jobs, we offer adventures.
At Maverik, we believe exceptional customer experiences drive lasting loyalty and business growth. 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. As the voice of the customer, this leader will influence enterprise decisions, strengthen customer connections, and help create experiences that keep customers coming back.
Why this role matters
This role helps ensure every customer interaction with Maverik is intentional, meaningful, and informed by real customer insights. By turning customer feedback and behavior into action, this leader will influence business decisions that strengthen loyalty, improve satisfaction, and shape the future of the Maverik experience.
Location/Schedule
This role is based at our Salt Lake City Headquarters with a 4-day hybrid in-office schedule.
What You'll Do in this Role-
Provides leadership to direct reports, including but not limited to, hiring, training and development.
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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.
You’ll be a great fit for this adventure if you have-
10+ years of experience in customer experience, customer insights, marketing, or related roles.
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Demonstrated success leading segmentation, research, and experience initiatives across multiple customer types or segments.
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Experience owning budgets and setting multi‑year learning or research roadmaps.
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Proven ability to influence operational change without direct authority.
Bonus points if you also bring
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Bachelor’s degree in Marketing, Business, Customer Experience, or a related field required; advanced degree preferred.
- This is not an all-encompassing list of Leadership Skills, but rather those identified as most essential for success in this position. Duties and responsibilities, as required by business necessity may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling and shift assignments and work location may be changed at any time, as required by business necessity.
Compensation & Benefits
Pay Range: $162,000-$185,000 + DOE and Bonus Opportunities
The above salary range represents a general guideline; however, Maverik considers a number of factors when determining base salary offers, such as the scope and responsibilities of the position and the candidate's experience, education, skills, and current market conditions.
Benefits Include:-
Full Health, Dental, and Vision Package with company contribution to cost
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In-Store and Fuel Discounts
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Retirement plan with company match (401K)
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Eligible for the annual incentive bonus program
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Profit Sharing: When Maverik succeeds, so do you. Team Members are eligible for annual profit sharing—our way of recognizing the important role you play in our success
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Comprehensive Paid Time-Off Policy, along with additional perks and benefits
