Manager, Voice of the Customer (Customer Experience)

**Manager, Voice of the Customer (Customer Experience)**
Category: Corporate
Location: 10850 Via Frontera, San Diego , CA 92127
Schedule: Full_time
C ome work at a place where innovation and teamwork come together to support the most exciting missions in the world!
**Manager, Voice of the Customer (Customer Experience Insights)**
The Manager, Voice of the Customer, will be responsible for managing Petcos enterprise-wide Voice of the Customer (VOC) program, providing all businesses and functions with insights to improve our customer experience.

This individual will also manage our competitive Voice of the Customer program, which informs Petco leadership of our customer experience performance relative to key competitors.
* Partner with the businesses and functions to develop surveys that measure customer satisfaction with the experiences we provide across all Petco touchpoints ( e.g.

in-store, online, grooming, veterinarians, repeat delivery, customer service, etc).
* Analyze the VOC data using the Medallia platform, identifying pain points and solutions for addressing areas of friction.
* Prepare quarterly reports across all businesses that are presented to executive leadership.
* Provide guidance on improvements and changes to the businesses VOC surveys based on drivers analyses to ensure we are including factors that are most important to the consumer.
* Manage the relationship with our key external vendor partners on our VOC programs.
* Build and maintain strong relationships with internal cross-functional team members.
* Collaborate with IT and external partners to provide Petco associates with access to our VOC dashboard and help them interpret results.
* Manage Petcos competitive VOC program, providing a quarterly assessment of our customer experience relative to key competitors.
* Bachelor's degree (Business or Marketing preferred), with 7+ years experience in Consumer Insights or Customer Experience within the CPG or Retail industries.
* Experience using a wide range of qualitative and quantitative research approaches, with experience gathering, analyzing and interpreting customer experience (CX) information to identify actionable insights.
* Proficiency with the customer experience platform Medallia, and with Microsoft Excel and PowerPoint.
* Excellent communication skills and ability to tailor messages to senior audiences.
* Strong bias for action and relentless focus on improving the customer experience.

Comfortable working in a fast-paced environment.
Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.
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