Remote Principal CX Strategy & Analytics Lead

OpenKrill; Northern (KY); Remote; USD 143,000 - 229,000; Full time

Benefits offered by this job

Hybrid work model

Total rewards

Job summary

Toast is seeking a Principal, Customer Experience Strategy & Analytics to lead the Voice of the Customer across SMB, International and Retail. You will own the CX metrics program, listen to customers directly, and drive data-driven improvements that scale with growth.

You will partner with cross-functional teams, translate qualitative feedback into clear priorities, and shape experiences that turn customers into advocates.

Qualifications

• 7+ years of relevant experience in customer experience, digital experience, management consulting, strategic finance, or related strategy or analytics positions.
• Experience with a range of customer experience capabilities (e.g. qualitative and quantitative research, service design, journey mapping, scenario modeling, business case development).
• Strong analytical skills with the ability to analyze data and make data-driven decisions to diagnose and scope problems, implement recommendations, and track success.
• Deep curiosity about customers and a habit of seeking out their perspective firsthand.

Responsibilities

• Own the ongoing quantitative and qualitative analysis and reporting for Voice of the Customer programs, identifying top operational drivers of customer sentiment and recommending solutions.
• Listen to customers directly through interviews, call and chat reviews, survey verbatims and site visits to gain firsthand understanding of the experience behind the metrics.
• Maintain key Customer Experience metrics (e.g. NPS/CSAT/CES) and ensure deployment aligned with industry best practices.
• Proactively identify opportunities to improve the Toast customer experience by analyzing CX and business metrics with a focus on root causes.

Skills

Analytical skills

Communication

CX research

Cross-functional

Interviewing

Data storytelling

Strategic thinking

Job description

Toast is seeking a Principal, Customer Experience Strategy & Analytics to lead the Voice of the Customer across SMB, International and Retail. You will own the CX metrics program, listen to customers directly, and drive data-driven improvements that scale with growth.

You will partner with cross-functional teams, translate qualitative feedback into clear priorities, and shape experiences that turn customers into advocates.