Senior Program Manager/Data Scientist, Voice of Customer
About the position Responsibilities • Lead customer experience initiatives: Drive cross-functional programs aligned with company goals and rooted in measurable outcomes. • Map customer journeys: Identify key touchpoints and implement data-informed feedback mechanisms to optimize satisfaction. • Apply advanced analytics: Use regression, clustering, and predictive modeling to uncover key drivers of customer behavior and pain points. • Build scalable dashboards: Develop and maintain Tableau and BI dashboards that deliver real-time transparency into customer experience metrics, defect trends, and sentiment drivers. • Correlate insights: Integrate structured feedback, unstructured NLP sentiment, and operational data to build a comprehensive view of the customer experience. • Perform experimentation & testing: Develop and analyze A/B tests and other experimental frameworks to measure the impact of customer experience initiatives. • Manage escalations with analytics: Conduct root cause analysis (RCA), quantify impact, and deliver data-backed recommendations to leadership. • Leverage data science tools: Use SQL, Python/R, and statistical libraries to analyze large-scale datasets, automate reporting, and build predictive models. • Communicate effectively: Translate complex analyses into clear, compelling narratives for executives and stakeholders. • Foster a customer-first culture: Educate teams on VoC and data-driven best practices, promoting accountability and continuous improvement. • Drive process improvements: Partner with product, technology, and operations teams to identify bottlenecks and build scalable, measurable solutions. • Travel occasionally (10-15%) to Chewy sites as needed. Requirements • 6+ years of experience in program/project management and/or customer analytics, with direct VoC program experience preferred. • Strong background in data science, statistics, or analytics, with hands-on experience applying regression, clustering, and machine learning techniques. • Bachelor's or Master's degree in a related field (Data Science, Statistics, Computer Science, Business Analytics, or similar). • Proficiency in SQL and one or more analytical programming languages (Python, R, etc.). • Expertise with Tableau and other BI/data visualization tools. • Experience with Experience Management Platforms (e.g., Qualtrics, Medallia). • Strong communication skills, able to simplify complex analyses for executive audiences. • Proven ability to manage multiple competing priorities in a fast-paced, data-driven environment. • Experience designing and analyzing A/B or multivariate tests. • Strong problem-solving skills, with the ability to connect disparate data sources and derive actionable insights. • Familiarity with NLP techniques for sentiment and text analysis is a plus. Apply tot his job