Experience Insights Leader — CSAT, Quality & Roadmap

Chewy; Plantation (FL); On-site; USD 125,000 - 199,000; Full time

Benefits offered by this job

401k

Equity grant

Annual bonus

Medical/Dental/Vision

Job summary

Chewy is seeking an Experience Insights Manager to own CSAT and Quality 2.0 across Core and Specialty care. You will drive roadmaps, influence senior leaders, and translate customer signals into interventions improving topline outcomes in a large, matrixed org.

The role requires 8+ years in program/product CX/analytics, strong executive writing, and experience with AI-enabled quality or VOC analytics. This is a large-scale e-commerce environment with equity and 401(k) considerations.

Qualifications

• 8+ years in senior program/product management, CX, quality, analytics, or ops strategy.
• Proven ownership of a complex portfolio with topline outcomes.
• Influence senior leaders without direct authority and drive cross-functional action.
• Strong ability to connect CSAT/quality with outcomes.
• Executive writing, storytelling, and presentation skills.
• Experience creating strategic roadmaps and success measures.
• Bachelor’s degree or equivalent practical experience.
• Experience with AI-enabled quality or contact-center analytics.
• Experience in e-commerce or large-scale customer care operations.
• Program/product/analytics or operational-excellence certification.

Responsibilities

• Own CSAT and Quality 2.0 performance narrative and roadmaps.
• Own portfolio contribution to topline CSAT and related goals.
• Distinguish agent-controllable vs upstream opportunities and quantify impact.
• Use Quality 2.0, VOC, and metrics to identify high-value opportunities.
• Influence senior leaders to commit to action plans.
• Establish owners, milestones, and review mechanisms; track outcomes.
• Build a multi-period roadmap balancing quick recoveries and durable improvements.
• Present executive narratives and business reviews driving decisions.
• Translate insights into targeted interventions with cross-functional teams.
• Represent experience health and risk in launches and forums.

Skills

CSAT

Quality 2.0

Analytics

Stakeholder mgmt

Executive writing

Education

Bachelor’s degree or equivalent

Tools

AI-enabled quality

Speech analytics

Voice of Customer

Job description

Chewy is seeking an Experience Insights Manager to own CSAT and Quality 2.0 across Core and Specialty care. You will drive roadmaps, influence senior leaders, and translate customer signals into interventions improving topline outcomes in a large, matrixed org.

The role requires 8+ years in program/product CX/analytics, strong executive writing, and experience with AI-enabled quality or VOC analytics. This is a large-scale e-commerce environment with equity and 401(k) considerations.