About the job
Staff User Researcher
Chewy is dedicated to being the most trusted and convenient online destination for pet parents (and partners), everywhere. The Chewy Research and Product Design team and embraces this vision, crafting experiences that aim to delight customers (and the businesses and veterinarians that support them) with unprecedented ease and convenience, empowering them to keep their pets happy and healthy. We are a hard-working, collaborative, and fun-loving team of designers, researchers and builders, on the lookout for creative and driven talent to join the pack.
We Are Seeking
We are seeking a Staff UX Researcher in Seattle, WA or Boston, MA to play a hands-on role in realizing Chewy’s vision, working side-by-side designers, product managers, and fellow researchers to proactively uncover insights, answer research questions, and drive the conception and creation of innovative new products and services. As the Staff UX Researcher, you’ll be a thought leader for the User Experience of Core Shopping throughout Chewy. You’ll have the opportunity to think and act big, exercising continuous innovation and a bias for action, coupled with thoughtful experimentation. The ideal candidate will be a systems-level thinker and visionary, with strong customer instincts and outstanding research intuition.
Your primary goal will be to uncover the “why”, synthesize findings, and use effective storytelling to communicate your insights. Your results will enable our customers, businesses and veterinarian partners to accomplish their goals in the most elegant, efficient, and enjoyable way possible. To achieve this, you will be responsible for driving the user research process and propelling teams to action - working cross functionally with our partners in Marketing, Voice of the Customer (VOC), and Analytics to help shape the next generation of Chewy insights.
What You’ll Do
- Earn trust and collaborate with product managers, designers, content strategists, analysts, and other researchers to answer open questions, fill knowledge gaps, and provide information to move product experiences forward. Be able to identify research initiatives based on proactive anticipation.
- Act like an owner by having influence to turn findings into actionable next steps for your team, immersing yourself into the problem space to help identify the steps to move into the solution space. You will be responsible for leading all aspects of the research including scoping, designing, executing, analyzing and reporting on the findings.
- Build High-preforming Teams by defining and reshaping the research process to grow and scale with an evolving team and help build a strong research culture, while mentoring and working with other researchers.
- Put the Customers first by using a variety of methods to gather feedback, prioritize their needs, and get a solid understanding or the jobs they are trying to perform.
- Think big, and evaluate the holistic customer journey, while prioritizing those projects that have the most impact on the end-to-end customer experience with abilities to get to the heart of “How might We _______” without considering limitations.
- Deliver results by presenting in-depth large scope research findings to internal stakeholders including C-suite executives. Foster Chewy’s culture and principles within the group while setting new standards in executional and operational excellence.
- A total of 7+ years of experience in UX Research that includes 4+ years of leading large-scale initiatives at a product-based organization
- End-to-end experience with all aspects of research with a strong portfolio demonstrating past work experience and deliverables. These examples should show a complete understanding of theories and principles of UX research.
- Hands-on experience with a variety of quantitative and qualitative methods, along with exceptional behavioral data-collection and analysis skills, (e.g., designing, conducting, and analyzing all kinds of user data.)
- Effectiveness in working across organizational boundaries to influence and deliver results
- Excellent communication, presentation, and interpersonal skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
- Strong bias for action including the proven ability to juggle multiple priorities of large scope and effectively deliver in a fast paced, dynamic environment
- Eagerness to continually learn, grow and improve the craft of research and demonstrated passion for solving problems the most complex problems
- Experience mentoring and working closely user researchers
- Experience with Service Design, Journey and Experience mapping
- A BS or equivalent degree in psychology, cognitive science, Human Factors, HCI, HCD etc.
- MS in Human Factors, HCD, or Cognitive Psychology
- Retail/E-commerce research experience
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact HR@Chewy.com.