Sr. UX Researcher

Chewy•Boston, MA

7d•$141,000 - $225,000•Hybrid

About The Position

Chewy is dedicated to being the most trusted and convenient destination for pet parents and partners everywhere! On the Product Design & Research team, we’re building experiences that support pets across every stage of care—from everyday wellness to complex health journeys. We believe thoughtful, accessible experiences can strengthen the relationship between pet parents, veterinarians, and care teams while improving health outcomes for pets. We’re a collaborative team of researchers, designers, strategists, and builders who care deeply about craft, curiosity, and impact. We partner closely across Product, Engineering, Operations, Clinical, and User Experience teams to shape the future of connected pet healthcare experiences. We’re looking for a Senior UX Researcher to join our Pet Health team in Bellevue, WA or Boston, MA. In this role, you’ll help shape the future of veterinary care at Chewy by leading research across both the Chewy Vet Care clinic experience and the broader omnichannel pet parent journey. This is a high-impact opportunity to influence how digital and in-clinic experiences work together across scheduling, care delivery, communications, operations, and longitudinal pet health journeys. You’ll uncover meaningful customer and care-team insights, shape product and service strategy, and help create experiences that improve the lives of pets and the people who care for them. You’ll work within a cross-functional product team while partnering closely with researchers, designers, product leaders, operational teams, and clinical stakeholders across the organization. Together, you’ll drive strategic decisions grounded in a deep understanding of customer and care-team needs.

Requirements

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 Haves

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.

Responsibilities

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.