Responsibilities:

• Lead cross-functional teams to design and execute customer experience initiatives aligned with company goals.
• Map the end-to-end customer journey, identifying key touchpoints and implementing feedback mechanisms to drive satisfaction and strategic success.
• Analyze customer feedback, pain points, and trends to uncover opportunities for improvement and innovation.
• Develop and manage dashboards to provide insights into defects and areas for enhancing the customer experience.
• Foster a customer-centric culture by promoting best practices and educating teams on VoC principles.
• Collaborate with senior leadership to align customer experience strategies with business objectives and communicate progress.
• Manage executive escalations, conducting root cause analysis (RCA) and delivering high-level reporting on customer issues and resolutions.
• Leverage industry-leading NLP tools to analyze customer sentiment and provide actionable insights to leadership.
• Drive process improvements by working with product, technology, and operations teams to identify bottlenecks and develop scalable solutions.
• Advocate for a Customer-First Culture, ensuring alignment across Customer Service and partner teams.
• Utilize data analytics to assess trends, identify high-impact opportunities, and drive decision-making.
• Travel occasionally (10-15%) to various Chewy sites as needed. 
• Are you interested in this position?

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