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Job description
Senior Manager of Customer Experience, Voice of Customer
Wayfair is seeking an experienced Senior Manager to lead our Voice of Customer team. We are looking for a team leader with a creative, analytical mindset, strong technical aptitude, and a passion for using data to drive scalable strategic advancements. The ideal candidate is data-driven, hands-on, highly adaptable, and comfortable building clear, compelling narratives that translate complex customer and business insights into decisions and action. They will thrive in a fast-paced, rapidly growing environment and have a demonstrated ability to drive results through cross-functional collaboration.
The Voice of Customer (VoC) team is at the center of how we bring customer perspectives into Wayfair's decision-making. This team captures, analyzes, and synthesizes millions of feedback signals (from surveys, reviews, customer contacts, and behavioral data) and translates them into actionable insights that shape our service strategy, product experience, and long-term repeat rate growth. In this role, you will lead a talented team focused on connecting the dots between customer sentiment, operational performance, and financial outcomes, leveraging AI, and ensuring that the customer voice is consistently embedded in how we prioritize and execute.
As Senior Manager of Customer Experience, Voice of Customer, you will own the strategy and outcomes for Wayfair's Voice of Customer program. You will lead a team that connects customer sentiment, operational performance, and business results, translating insights into clear recommendations that shape Service strategy, product experiences, policies, and long-term customer loyalty.
If you are passionate about advocating for customers, solving complex problems with data, influencing senior leaders, and turning insights into measurable business impact, this is an opportunity to shape how Wayfair listens to and improves the customer experience.
What You'll Do
Own the customer and business outcomes for Wayfair's Voice of Customer program, leading its vision, strategy, and 6-12 month roadmap.
Manage and develop a high-performing team of Data Science Managers, Analysts, and Associates.
Build scalable VoC capabilities that integrate surveys, customer contacts, reviews, social feedback, behavioral data, and operational signals.
Establish and evolve key VoC measures, including NPS, CSAT, customer effort, contact drivers, Post Incident NPS, and repeat rate.
Lead root-cause analysis, trend analysis, causal inference, and predictive insights to identify the most important experience opportunities and quantify their business impact.
Translate customer insights into clear recommendations, experience standards, and prioritized actions across Service, Product, Operations, Policy, and other partner teams.
Lead quantitative and qualitative analysis–including survey design, text and speech analysis, root-cause investigation, causal inference, and predictive modeling–to identify emerging issues and high-impact opportunities.
Translate complex customer and business insights into clear, compelling narratives, experience standards, and prioritized recommendations for senior leaders and cross-functional partners.
Partner across Product, Service, Operations, Policy, and other functions to embed the customer voice into roadmaps, operating decisions, and experience improvements.
Establish governance and closed-loop mechanisms that ensure insights reach frontline teams, journey owners, and executives, with clear accountability for follow-through.
Build and scale AI, automation, and data science tools that improve insight generation, identify emerging issues, and help leaders make more customer-informed decisions.
Connect customer experience insights to business outcomes, including customer effort, retention, repeat rate, revenue, cost to serve, and return on investment.
What You'll Need
Bachelor's or master's degree and substantial experience in management consulting, customer experience, strategy, data science, analytics, research, operations, product management, or a related field.
8+ years of experience in data science, customer insights, analytics, or a related discipline.
3+ years of experience leading and developing high-performing teams.
Experience building or managing Voice of Customer, customer insights, research, or experience measurement programs.
Strong analytical capabilities, including experience with SQL, Excel or Google Sheets, BigQuery, data visualization, experimentation, statistics, or similar tools.
Strong business judgment and structured problem-solving skills, with the ability to turn complex data and ambiguous questions into clear actions.
Excellent communication and presentation skills, with the ability to influence senior leaders and synthesize multiple perspectives into a compelling narrative.
Experience working cross-functionally in a fast-paced, high-growth environment and leading through change.
Experience applying AI, automation, predictive analytics, or machine learning to improve customer experience or business decision-making is preferred.
A customer-first mindset and passion for ensuring the customer's voice shapes business decisions.
Worksite address
boston, MA, 02298, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.