Our Opportunity:

Chewy is seeking an experienced Associate Director, Voice of the Customer to join our industry-leading Customer Care organization. In this role, you’ll lead a team that obsesses over deeply understanding our customers’ needs and driving feedback throughout Chewy to improve Customer Experience. The right candidate will craft the role that customer feedback has in evolving the customer experience at Chewy. By owning the strategy and execution on sourcing customer feedback across various customer service channels and feedback methods, this role will lead their team to delivers actionable insight on behalf of the customer. The ideal candidate will be a strong executer, building out scalable workflows that connect cross-functional teams together in a way that delivers clear customer outcomes.

What You'll Do:

• Lead the Voice of Customer team and be responsible for the roadmap to understand, report out and improve upon a best-in-class customer experience for Chewy’s customers
• Implement and evolve best-in-class customer feedback and insights tools to extract customer feedback from numerous structured and unstructured data sources to ensure we gather the voice, sentiment, and struggles from our customers
• Prioritize customer experience needs to inform Chewy-wide efforts to delight pet parents with industry-leading experiences
• Drive VOC insights across the business by developing and driving the right mechanisms (meeting sprints, call listening sessions, business reviews, etc.)
• Partner with leaders across Chewy to ensure there is visibility and accountability on fixes, and hold teams accountable for prioritizing work that closes customer experience gaps
• Conduct competitive assessments of Chewy’s customer experience relative to key competitors to guide execution and educate the business on high-leverage opportunities to improve their functional contribution toward a delightful customer experience
• Build a well-oiled, closed feedback loop that combines customer experience data with operational, utilization, and financial data to fuel positive changes across the Chewy enterprise including Operations, Marketing, Merchandising, Delivery Experience, and Healthcare to further a culture of continuous improvement via customer centricity in support of Chewy’s mission
• Identify gaps and partner with upstream teams to engineer solutions in processes, communications, and systems to launch new initiatives with customer-focused, high-quality execution across multiple teams
• Perform in-depth analysis, synthesize results, develop stories, build strategies, and make recommendations to business and technical leaders
• Measure key quantitative indicators such as contact rates, concession rates, repeat contacts, customer satisfaction, star ratings and more through dashboards and ad hoc queries to drive significant improvements to the customer experience
• Communicate clearly and optimally across multiple teams and leadership levels including project/program status updates and C-suite presentations

What You'll Need:

• Bachelor’s degree in Business Administration, Marketing, Computer Science, or similar
• 7+ years of experience in Voice of Customer, Customer Experience, Consumer Insights
• Dynamic and engaged leader with experience leading a high performing, customer-experience-focused team
• Strong analytical capabilities and ability to tell a story that bridges data to business outcomes
• Proven ability to be a motivational change agent and influencer to the C-Suite and key stakeholders via outstanding professional writing and communication skills
• Shown ability to debate and push back with senior leaders in the name of CX
• Some (up to 15%) travel required

Bonus:

• MBA or Master of Science in Business, Computer Science, Supply Chain, Engineering, or other Operations disciplines; or equivalent Masters level degree
• Experience in ecommerce, customer experience, healthcare, new market expansion, and/or new technology product launches
• Successful delivery of process and/or technology solutions, and familiarity with service-oriented architecture