: Sr. Researcher

Our Opportunity:

Our User Research team is looking for a highly motivated, creative and passionate Sr. Researcher with strong product instincts to join our team in Boston. The research team at Chewy is focused on building the best product and service experiences for all pet parents and those that serve them; and therefore, our job to understand our users inside and out. We are a highly respected group of talented and strategic researchers and accessibility experts.

You will be responsible for implementing the research strategy at all stages of the design lifecycle, from idea generation all the way through prototype validation along with an on-going benchmarking of the experience. In this role, you are empowered to shape and evolve the process, as well as mentoring other researchers. You should be able to zoom out and look at the big picture trends to be able to shape the course of the Chewy experience and product offering and zoom in to work closely with our product and designer counterparts in an agile manner. 

As an ideal candidate, you have a deep understanding of user research methods and best practices, and how to work collaboratively with your product and design partners. You should be well versed in all user research methods, and comfortable working with quantitative and qualitative data. You are a passionate researcher and relentless team member, with the underlying desire to understand the why, an uncanny observational and analytical skills, an impressive ability to collaborate with other teams and designers, and an annoying and adamant determination to do what is right for our customers. You can work with minimal direction, cross teams, while delivering high-quality outputs and supporting multiple projects.

 What You'll Do:

  • Determine the research approach to answer open questions originating from your own curiosity and researcher intuition, as well as gaps of knowledge from other Chewtopians
  • Execute research using a variety of lean methods
  • Turn your insights into actionable recommendations and be able to influence prioritization of next steps
  • Advocate for our users and work to bridge gaps across groups, especially with our Customer Service (Voice of the Customer) team
  • Develop and refine processes to help evolve and develop our group
  • Mentor and advise other researchers as they work through complex research challenges
  • Work on high-impact projects with high visibility

What You'll Need: 

  • 5+ years of proven success leading user research projects with demonstrated impact
  • A BS or equivalent degree in psychology, cognitive science, Human Factors, HCI, HCD etc.
  • End-to-end experience with all aspects of research
  • A strong portfolio demonstrating past work experience and deliverables
  • Experience conducting research on mobile platforms
  • Hands-on experience with: user testing, remote testing, iterative prototype testing, concept testing, ethnographic research, longitudinal research (e.g. diary studies), benchmarking, international research, survey design and usage of multiple methods within a study
  • Exceptional behavioral data-collection and analysis skills, (e.g., designing, conducting, and analyzing all kinds of user data.)
  • The ability to manage ambiguity, work autonomously and multi-task in a fast-paced environment
  • Attention to detail and ability to communicate effectively
  • Ability to meet ambitious deadlines and deliver high-quality work on schedule, including quickly turning around study plans and reports
  • Excellent communication, presentation, interpersonal and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
  • Eagerness to continually learn, grow and improve the craft of research.
  • Demonstrated passion for solving problems
  • Strong grasp of quantitative data analysis
  • Position may require travel

Bonus:

  • MS in Human Factors, HCDE, or Cognitive Psychology
  • Retail/E-commerce research experience

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 our company, please contact [email protected].

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Full-time

Employee Testimonials

Bill Poitras
Software Engineer

It’s amazing working with such a diverse group of talented people at Chewy! I really love the culture of fun, collaboration, hard work, and innovation that I’ve seen throughout the company. I especially am impressed the lengths our company strives to wow our customers. I’ve witnessed first-hand how our customer service representatives not only encourage the passion of pet parents, but share their own. I’m grateful for the opportunity to learn so much new technology and the world of e-commerce.

Becca Litwack
Affiliate Marketing Manager

The environment at Chewy is energizing and there is a strong sense of purpose. Our focused attention to the customer leads to great enthusiasm for the work we get to do. There is real comradery on the teams as well – our team frequently lunches together which lends to a friendly work environment, collaboration, and innovation. Having dogs in the office doesn’t hurt either!

Shantesh Kanekar
Director of Software Engineering

The company known for best in class Customer Service knows how to keep its internal customers (our team members) happy, too. There is a positive energy and vibe the moment you set foot in the office. The workforce at Chewy is a vibrant mix of diversity in all aspects but one thing that is common is the shared belief of being the best in class at whatever job function one is in.

Chris Foley
Senior Software Development Manager

Working at Chewy is fast-paced, challenging, and very fulfilling. Each person here has the opportunity to have a profound effect on how we wow both our internal and external customers. We place a very high value on customer service here at Chewy and regardless of what you are working on, the customer satisfaction is always going to be #1. By everyone working towards the same common goal, teamwork organically happens in everything we do.