Digital Customer Insights Analyst at PetSmart Kenaston

Phoenix, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

16 May, 26

Salary

0.0

Posted On

16 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Feedback Analysis, Qualitative Data Analysis, Quantitative Data Analysis, Insight Translation, Reporting, KPI Tracking, Data Visualization, Dashboard Creation, Cross-functional Collaboration, UX Research Collaboration, Voice of Customer Strategy, Presentation Skills, Communication Skills, Process Refinement, Framework Development, Ad-hoc Request Response

Industry

Retail

Description

About the Team The Digital team focuses on delivering a superior customer experience on petsmart.com and our mobile app. The team also guides revenue and profit growth for the digital business. Digital team associates focus on delivering initiatives that help our pet parents find and discover products, bring enterprise priorities to life digitally, design new user experiences, build new features and capabilities, and manage key omni-channel programs. We work to showcase our brand digitally through the lens of expertise and love and to provide a personalized experience for our consumers. The team takes a data-driven approach and leverages quantitative and qualitative insights to optimize the experience and make business decisions. The UX Research & Digital Voice of Customer team is a key contributor in helping shape PetSmart’s future-state digital experiences for both pet parents and PetSmart associates. We are a data-driven team that continuously strives to uncover experience opportunities to aid our pet parents in caring for their beloved pets whether that is making a purchase online, starting a new Autoship, downloading the app for the first time, or booking a Pet Services appointment. About the Location Collaborative Work Environment: At PetSmart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success. About the Job We are looking for a customer-obsessed Digital Voice of Customer Analyst to join our growing team. This position will report into the Sr. Manager UX Research & Digital Voice of Customer. You would be the first dedicated voice of customer analyst to join the UX Research & Digital Voice of customer team and will work closely with your manager and collaborate with UX Researchers and other members of the UX Team. You will also work cross-functionally with other key partners in Product, Technology, Customer Care, Store and Services. You will help champion the digital VoC strategy and encourage positive change for our customers. Responsibilities will include but are not limited to: Monitor and analyze customer feedback across digital touchpoints (web & mobile app) Synthesize qualitative and quantitative trends and translate into clear insights & recommendations Produce recurring monthly and quarterly Digital VoC reports, including KPI tracking, trend analysis, and storytelling to effectively communicate impact on the customer experience Respond to ad-hoc requests from cross-functional partners Build dashboards and visualizations Collaborate with key partners and teams such as: UX Research, UI designers, In-Store Experience, Customer Care, Product, Technology, and Business teams Continuously refine Digital Voice of Customer processes, frameworks, and reporting methodologies Requirements 1-3 years of experience in a UX analyst, CX analyst, data analyst, or related role with knowledge/experience in User Experience Proven ability to translate qualitative and quantitative data into actionable insights Ability to think beyond surface-level data to understand the “why” Experience with customer feedback tools such as Medallia, Qualtrics, etc. Comfortable creating presentations and speaking with various audiences including executive leadership Strong collaboration & communication skills Additional Job Considerations This role requires collaboration, teamwork, and face-to-face interaction with colleagues, leaders, and/or clients. Being in the office ensures access to leaders, cross-functional partners, and resources necessary to make timely decisions and drive results. On-site presence in accordance with our FlexSmart policy supports our culture of innovation, mentorship, and engagement, which is integral to our success in developing the best team. * This is not intended to be an all-inclusive, exhaustive list of all essential job functions for this position. PetSmart retains the right to change or assign other required job duties to this position. About the Culture At PetSmart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed. We’re more than a workplace, we’re Team PetSmart. Together, we grow, collaborate, and challenge ourselves to be the best in all we do. Our culture is built on belonging and shared purpose, where every voice and experience matters. Guided by our values, we strive to do what’s right, lead responsibly, and bring our passion for pets to life every day. Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You might be the right fit for this role or another opportunity across Team PetSmart. Our home office offers outstanding amenities in a fun and rewarding workplace including: Pet-friendly environment, bring your pets to work and enjoy the on-site dog park! On-Site Events & Adoptions, enjoy community-building opportunities, including pet adoption days, seasonal celebrations, family events, art events, & holiday festivals “Top Dog” gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces “Sit & Stay” Café serving fresh breakfast and lunch options, snacks, & more “Lil Paws” NAEYC-accredited onsite childcare facility providing high-quality early education Paid Volunteer Opportunities to spend time doing good for causes close to heart Print Center and Business Services, Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & more PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.

Responsibilities

The analyst will monitor and analyze customer feedback across digital touchpoints (web & mobile app), synthesizing trends into clear insights and recommendations for improving the customer experience. Key duties include producing recurring Digital VoC reports, tracking KPIs, responding to ad-hoc requests, and building visualizations.