CX Strategy & Analytics Leader

Toast Tab, Inc.; United States; Hybrid; USD 125,000 - 210,000; Full time

Job summary

Toast is seeking a Principal, Customer Experience Strategy & Analytics to own the Voice of the Customer program across SMB, International, and Retail. You will measure NPS, CSAT, CES, and other CX metrics, turning customer feedback into prioritized cross-functional improvements.

You’ll lead storytelling with data, partner with teams to implement solutions, and ensure CX work scales with Toast’s growth while maintaining a customer-first focus across geographies.

Qualifications

• 7+ years in customer experience, analytics, or strategy roles.
• Experience with qualitative and quantitative research.
• Strong ability to translate data into actionable recommendations.
• Experience interviewing customers and synthesizing themes.
• Proven ability to influence cross-functional partners.

Responsibilities

• Own quantitative and qualitative analysis for Voice of the Customer programs and identify drivers of sentiment.
• Interview customers via calls, chats, verbatims, and site visits to understand the experience behind metrics.
• Maintain key CX metrics (NPS, CSAT, CES) and ensure best-practice deployment.
• Identify opportunities to improve CX by analyzing CX and business metrics alongside verbatims.
• Deliver data-driven storytelling that translates customer voices into actions for partners.
• Keep CX priorities aligned with business goals and priorities.

Skills

Analytical skills

Cross-functional collaboration

Excellent communication

Customer interviews

Storytelling with data

Problem solving

Job description

Toast is seeking a Principal, Customer Experience Strategy & Analytics to own the Voice of the Customer program across SMB, International, and Retail. You will measure NPS, CSAT, CES, and other CX metrics, turning customer feedback into prioritized cross-functional improvements.

You’ll lead storytelling with data, partner with teams to implement solutions, and ensure CX work scales with Toast’s growth while maintaining a customer-first focus across geographies.