You will be responsible for driving Root Cause Analysis of Executive Escalations and marrying findings to other VOC listening post (CSAT, NPS, Speech Analytics, etc.) insights to drive customer experience improvements by influencing functional leaders across the customer journey to prioritize roadmap initiatives based on VOC insights, and producing C-Suite level reporting on VOC headwinds, tailwinds, and Executive Escalation findings. Build a well-oiled, closed feedback loop that combines customer experience data with operational, usage, and financial data to fuel positive changes across the Chewy enterprise including CS Operations, Marketing, Merchandising, Delivery Experience, and Healthcare to further a culture of continuous improvement via customer centricity in support of Chewy’s mission.