VoC Strategy Leader — AI-Powered Insights & Impact

Wayfair; Boston (MA); On-site; USD 166,000 - 185,000; Full time

Benefits offered by this job

Equity grants

Job summary

Wayfair is seeking a senior leader to own the Voice of Customer program, setting vision and a 6–12 month roadmap. You will lead a team of data scientists, analysts, and associates, building processes that merge surveys, reviews, and behavioral data into actionable insights.

You will establish measures like NPS and CSAT, drive analytics, and translate findings into prioritized recommendations for cross-functional roadmaps across Product, Service, and Operations.

Qualifications

• Bachelor’s degree and leadership experience in management consulting, customer experience, strategy, analytics, research, operations, product management, or a related field.
• 3+ years of experience leading and developing high-performing teams in customer insights, analytics, or a related discipline
• Experience building or managing Voice of Customer, customer insights, research, or experience measurement programs.
• Strong analytical capabilities with SQL/Excel/BigQuery and data visualization or experimentation tools.
• Strong business judgment and problem-solving skills to turn data into actions.
• Excellent communication and presentation skills to influence senior leaders.

Responsibilities

• Own the customer and business outcomes for Wayfair’s Voice of Customer program, leading its vision, strategy, and 6-12 month roadmap.
• Manage and develop a high-performing team of Data Science Managers, Analysts, and Associates.
• Build scalable VoC capabilities that integrate surveys, customer contacts, reviews, social feedback, behavioral data, and operational signals.
• Establish and evolve key VoC measures, including NPS, CSAT, customer effort, contact drivers, Post Incident NPS, and repeat rate.
• Lead quantitative and qualitative analysis including survey design, text and speech analysis and root-cause investigation.
• Translate customer insights into clear narratives and prioritized recommendations; partner with senior leaders to embed the customer voice in roadmaps and decisions.
• Establish governance and closed-loop mechanisms ensuring insights reach frontline teams with clear accountability.
• Build and scale AI and automation tools to improve insight generation and decision-making.
• Connect customer experience insights to business outcomes like retention, revenue, and cost to serve.

Skills

Leadership experience

Analytical thinking

Communication skills

Education

Bachelor’s degree

Tools

SQL

BigQuery

Excel/Google Sheets

Job description

Wayfair is seeking a senior leader to own the Voice of Customer program, setting vision and a 6–12 month roadmap. You will lead a team of data scientists, analysts, and associates, building processes that merge surveys, reviews, and behavioral data into actionable insights.

You will establish measures like NPS and CSAT, drive analytics, and translate findings into prioritized recommendations for cross-functional roadmaps across Product, Service, and Operations.