Principal CX Strategy & Insights Architect

Toast; United States; Hybrid; USD 112,000 - 229,000; Full time

Job summary

Toast is seeking a Principal, Customer Experience Strategy & Analytics to scale the Voice of the Customer across SMB, International and Retail. You will own analytics, drive improvements, and shape how Toast measures and enhances the customer journey.

You'll partner with Care, Design, UX, R&D and Sales to translate customer voices into prioritized actions, while modernizing data practices and tools to support scalable outcomes for Toast's growing business.

Qualifications

• 7+ years in customer experience or analytics roles.
• Experience with qualitative and quantitative research methods.
• Ability to build data-driven narratives from customer voices.
• Ability to partner with cross-functional teams.
• Comfort working in a matrixed, fast-paced environment.

Responsibilities

• Own Voice of the Customer programs across SMB, International and Retail.
• Analyze NPS, CSAT, CES and other CX metrics.
• Identify opportunities to improve the Toast customer experience.
• Deliver data-driven storytelling to influence cross-functional partners.
• Set CX priorities aligned with company goals.
• Modernize how CX work gets done with smarter tools.
• Partner with teams to create customer experience solutions.

Skills

7+ years experience

Customer experience

Qualitative & quantitative research

Voice of the Customer

Cross-functional collaboration

Data-driven storytelling

Analytical skills

Written & verbal communication

Tech company/consultancy ideal

Job description

Toast is seeking a Principal, Customer Experience Strategy & Analytics to scale the Voice of the Customer across SMB, International and Retail. You will own analytics, drive improvements, and shape how Toast measures and enhances the customer journey.

You'll partner with Care, Design, UX, R&D and Sales to translate customer voices into prioritized actions, while modernizing data practices and tools to support scalable outcomes for Toast's growing business.