Niko Falcon

About Niko Falcon

CX-obsessed builder of data-driven programs and insights that connect Voice of the Customer, customer care, and behavior data to operational metrics. I design business intelligence solutions that turn customer signals into clear, actionable decisions.With 10+ years in CX across brand, digital, service, and product—and 7 years building scalable programs and teams—I help companies stay meaningfully connected to their customers.My experience spans global brands, large multinationals, and mid-sized companies—owning end-to-end customer experience across functions including marketing, customer care, product, product operations, customer advocacy, and operations & supply chain.

Experience

1. Senior Manager, Business Intelligence Analytics, Delivery Experience

   Chewy

   Feb 2025 — Present

   Lead and develop the Delivery Experience (DEX) Analytics team, setting the vision for how delivery speed and fulfillment quality analytics drive CX improvement and RRC reduction- Established end-to-end analytics linking speed and FC quality failures directly to RRC $ rate, unit rate, and customer contact behavior, enabling value-based decision making- Quantified avoidable RRC entitlement across late, lost, damaged, missing, and wrong-item cohorts to distinguish design tradeoffs from true execution defects- Enabled material, annualized RRC savings by prioritizing interventions where speed degradation or FC quality failures most rapidly convert into concessions- Partnered cross-functionally with Fulfillment, Transportation, CX, and Product to reduce defects while balancing customer trust and operational cost- Power executive WBR/MBR forums with clear narratives that bridge operational metrics to CX and financial outcomes, driving ownership and action- Shifted the organization from fragmented reporting to scalable, automated insight delivery, raising the bar on analytic rigor and consistency- Mentor analysts on outcome-driven storytelling, ensuring insights translate into measurable business impact.

Education

• Ateneo de Manila University

  Bachelor's Degree

• Purdue University

  Master of Business Administration (M.B.A.)

Skills

• Public Relations
• Business Strategy
• Marketing Management
• Strategic Planning
• Marketing Communications
• Strategy
• Event Management
• Project Management
• Research
• Market Research
• Marketing Research
• Brand Management
• Marketing Strategy
• Marketing
• Management
• Customer Service
• Integrated Marketing
• Microsoft Excel
• Social Media
• Microsoft Office
• Product Development