Senior Program Manager/Data Scientist, Voice of Customer

Chewy • Boston, MA • 4h ago

Our Opportunity:

Chewy is seeking a Senior Program Manager & Data Scientist, Voice of the Customer (VoC) to lead and drive one of our VoC program verticals. This hybrid role combines structured program management with deep analytical expertise. You will not only improve the customer experience through strategic partnerships, escalation handling, and executive communication, but also apply advanced statistical and data science methods to surface actionable insights!

As a critical advocate for our customers, you will identify, address, and prevent pain points by correlating insights across data sources, conducting regression and predictive analyses, and building robust dashboards in Tableau and other BI tools. This role is ideal for someone who thrives in a fast-paced, data-driven environment and is passionate about scaling solutions that improve customer satisfaction.

What You'll Do

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.

What You'll Need

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.

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com **.

To access Chewy's Customer Privacy Policy, please click here (https://www.chewy.com/app/content/privacy) .

To access Chewy's California CPRA Job Applicant Privacy Policy, please click here (https://chewyinc.phenompro.com/us/en/privacy-policy) .**

Management & Administrative

Acquires and develops new high net worth relationships, both personal and commercial, to offer full array of financial services. Develops new client relationships that can benefit from one or more of the Banks' banking a...

11h ago

Go to Apply

Regional Service Associate (Various Locations)

Eastern Bank • Boston, MA • 11h ago

Management & Administrative

Starting Rate: $24.00 Regional Service Associates are skilled in the duties of both a Customer Service Representative (sales on the platform), and Teller (transactions at the teller line). This role supports the particul...

11h ago

Go to Apply

Customer Service Engineer I

Eversource Energy • Westwood, MA • 13h ago

Management & Administrative

POSITION: Customer Service Engineer I DEPARTMENT: New Customer Connections LOCATION: Westwood RATES OF PAY: $46.26 CURRENTLY POSTED HOURS: 7:30am - 4:00pm SCHEDULE: M-F REMARKS: This position interacts in a service/techn...

13h ago

Go to Apply

Customer Service Representative

ManpowerGroup • Burlington, MA • 13h ago

Management & Administrative

Customer Service & Order Management Role (Hybrid) - Title Schedule: Training: 8:00 AM - 4:30 PM Post-training: 9:30 AM - 6:00 PM Location: Hybrid (onsite/remote mix) Key Responsibilities ?? Order Management & CRM...

13h ago

Go to Apply

Customer Service Associate

Walgreens • Concord, MA • 13h ago

Management & Administrative

Job Description: Models and delivers a distinctive and delightful customer experience. Registers sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service. Custome...

13h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.