CX Strategy Lead | Customer Insights & Growth

Luca; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Luca in San Francisco seeks a leader to drive customer experience strategy in alignment with company goals. You will analyze customer feedback and market trends to identify improvement opportunities and define KPIs to measure impact.

Collaborating with product, operations, and policy teams, you will craft multi-faceted solutions and ensure timely execution, fostering a customer-centric culture across the organization.

Qualifications

• 4–5 years of hands-on experience in customer experience strategy, business consulting, strategy development, and/or project management roles.

Responsibilities

• Lead the development of customer experience strategies aligned with the company’s goals and objectives.
• Conduct in-depth analysis of customer feedback, trends, and market insights to identify opportunities for improvement.
• Define and track KPIs to measure the effectiveness of customer experience initiatives and drive continuous improvement.
• Collaborate with cross-functional stakeholders to ideate multi-faceted solutions across product development, processes, and platform policies.
• Ensure initiatives are executed on time, within scope, and with successful implementation.
• Champion a customer-centric culture throughout the organization, fostering empathy for customer needs.

Skills

Business acumen

Data analytics

KPI design

Strategic thinking

Project management

Stakeholder management

Communication

Collaboration

Tools

Excel

Job description

Luca in San Francisco seeks a leader to drive customer experience strategy in alignment with company goals. You will analyze customer feedback and market trends to identify improvement opportunities and define KPIs to measure impact.

Collaborating with product, operations, and policy teams, you will craft multi-faceted solutions and ensure timely execution, fostering a customer-centric culture across the organization.