Chewy

Sr. UX Researcher

Chewy$141K — $225K *
Healthcare
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 6+ years of UX research experience in product, service, or experience design environments.
  • Expertise in qualitative and mixed-methods research methodology.
  • Proven track record of impactful research influencing product strategy and business outcomes.
  • Strong storytelling and communication skills for diverse audiences.
  • Experience leading complex, cross-functional research initiatives.
  • Ability to navigate ambiguity and operate independently in fast-paced environments.
  • Bachelor's degree in HCI, Psychology, Sociology, or related field.

Responsibilities

  • Define and drive a strategic research roadmap with cross-functional partners.
  • Plan and conduct qualitative and mixed-methods research throughout the product lifecycle.
  • Translate complex findings into clear insights for product and service design.
  • Identify unmet needs and opportunities for pet parents and veterinary teams.
  • Connect research insights to measurable customer and organizational outcomes.
  • Facilitate alignment across teams by incorporating customer perspectives.
  • Advocate for ethical and accessible research practices in sensitive health contexts.

Benefits

  • 401k participation with new hire and annual equity grant eligibility.
  • Medical, vision, dental, life, and disability insurance options.
  • Parental leave and family services benefits.
  • Flexible spending accounts and telemedicine services.
  • Pet adoption reimbursement and discounts on pet insurance and Chewy.com.
  • Unlimited PTO for exempt salary team members, subject to approval.
  • Six paid holidays and potential sick and family leave compliance.
Full Job Description
Job Description:

What You'll Do:
  • Define and drive a strategic research roadmap in partnership with Product, Design, Engineering, Operations, and clinical stakeholders.
  • Plan and conduct qualitative and mixed-methods research across the product and service development lifecycle, from foundational discovery through evaluative validation.
  • Translate complex findings into clear, actionable insights that influence product strategy, service design, operational decisions, and customer experience improvements.
  • Identify unmet needs and opportunities across pet parent, veterinary, and clinic team experiences.
  • Connect research insights to measurable customer and organizational outcomes.
  • Facilitate alignment across cross-functional teams by bringing customer and care-team perspectives into prioritization and decision-making.
  • Advocate for inclusive, ethical, and accessible research practices, particularly within sensitive health-related experiences.
  • Balance speed and rigor to support agile product development while maintaining high research quality.
  • Help scale research impact through insight frameworks, knowledge sharing, and repeatable research practices.
  • Partner across digital products, in-clinic operations, and service ecosystems to create seamless end-to-end experiences.


What You'll Need:
  • 6+ years of UX research experience in product, service, or experience design environments.
  • Expertise in qualitative and mixed-methods research, with strong judgment on selecting and applying appropriate methodologies.
  • Proven track record of delivering impactful research that influences product strategy, design direction, and business outcomes.
  • Strong storytelling and communication skills, including the ability to synthesize complex insights for diverse audiences and leadership stakeholders.
  • Experience leading complex, cross-functional research initiatives from planning through execution and influence.
  • Ability to navigate ambiguity, prioritize effectively, and operate independently in fast-paced environments.
  • Bachelor's degree in human-Computer Interaction, Psychology, Sociology, Anthropology, Human Factors, or a related field-or equivalent practical experience.
  • Ability to work in-office at the local hub location.
  • Willingness to travel occasionally to Chewy Vet Care clinic locations across the U.S.


Nice to Have:
  • Experience researching operational, enterprise, or internal tools.
  • Familiarity with healthcare, veterinary, or regulated service environments.
  • Experience with service design, journey mapping, or omnichannel experience strategy.
  • Experience conducting research with specialized or hard-to-reach participant groups.
  • Graduate degree in HCI, Human Factors, Psychology, Social Sciences, or a related discipline.


Hub Locations & Work Arrangement:
  • Hybrid model: 3-4+ days per week in hub location
  • This is not a remote role


The base salary range for this role is $141,000 - $225,000.00.
  • The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate's relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant. C08+ positions may also be eligible for annual bonus.


We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.

Exempt salary team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.

About Chewy

At Chewy, we view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Customers love shopping our wide selection of products including more than 65,000 items (including our Private brands and Healthcare products), which we offer at competitive prices and fast 1-2 day shipping. Chewy’s commitment to customer service is the core of our brand, and our customers love us for it. We “WOW” pet parents through 24/7 assistance, advice and encouragement every day of the year. We make pet parenting easy with our convenient Autoship subscription program—which allows our customers to schedule their orders, so they never run out of their pet food, supplies and medication they need. Chewy is an experience company built on the back of product and technology. Innovation drives our operations and our team is constantly striving to find new and better ways to improve. From an easy-to-navigate website and highly-rated mobile apps, to detailed order tracking and personalized “Pet Profile” features, we are transforming the way pet parents shop.

Chewy Careers

Join the vibrant team at Chewy, where we offer exceptional job opportunities to advance your career in the dynamic world of e-commerce. As a leading company in the pet industry, Chewy is dedicated to making pet care easier and more enjoyable for pet parents everywhere. Work You’ll Do At Chewy, we are constantly on the lookout for passionate, driven professionals to join our diverse team. Whether you're seeking a position in IT, customer service, marketing, or logistics, Chewy provides a platform for professional growth and innovation in every career path. Our commitment to leadership and diversity training ensures that every team member is equipped with the skills to lead and innovate. By joining Chewy, you will work alongside a team of dedicated professionals who are always pushing the boundaries of what's possible in e-commerce and customer service. Internship and Employment Opportunities Chewy offers a variety of internship and employment opportunities that cater to a wide range of skills and interests. Our internships provide invaluable hands-on experience, helping you to enhance your resume and prepare for a full-time position within our company. Chewy is not just about hiring employees; it's about nurturing future leaders. Benefits and Culture At Chewy, we believe that the well-being of our team is paramount. We offer a comprehensive benefits package that supports the health, financial security, and work-life balance of our employees. Our culture is centered on open communication, respect, and a shared passion for our mission. We celebrate diversity and are committed to creating an inclusive environment for all team members. Innovation and Growth Chewy is at the forefront of innovation in the pet industry. We are constantly exploring new technologies and strategies to enhance our services and expand our market reach. This focus on innovation drives our company's growth and offers our team members numerous opportunities to get involved in exciting projects and advance their careers. Networking and Professional Development We encourage our employees to engage in networking and professional development activities that can enhance their career prospects. Chewy supports various initiatives, including workshops, seminars, and training sessions, to help our team members grow their professional network and develop new skills. Join Our Team Explore the job opportunities at Chewy by searching open positions that match your skills and interests. We are looking for curious, creative, and solution-driven team players who are ready to take their career to the next level. Stay Connected Keep up to date with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here at Chewy. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await you at Chewy. Chewy is more than a company; it's a community where you can grow your career and make a difference. Join us in our mission to be the most trusted and convenient online destination for pet parents (and partners) everywhere.
Learn more about Chewy
Size
21,300 employees
Market Cap
$15.9 billion
Industry
Net Income
-$174.4 million
Founded
2011
5 Year Trend
+136.6%
Revenue
$6.4 billion
NASDAQ

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