Digital Voice of Customer Analyst

About the Team

Digital team focuses on delivering a superior customer experience on  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.

UX Research & Digital Voice of Customer team is a key contributor in helping shape Pet Smart’s future‑state digital experiences for both pet parents and Pet Smart 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.

Collaborative Work Environment: At Pet Smart, 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.

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

• 2-4 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

• 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 Flex Smart 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. Pet Smart retains the right to change or…