Toast

Senior Manager, CX Strategy – Analytics

Toast

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $123,000 - $197,000 per year

Job Level

Senior

About the role

  • Own the ongoing analysis and reporting for the SMB Voice of the Customer program, responsible for identifying, validating and storytelling the top operational drivers of customer sentiment and recommending solutions to address customer pain and optimize NPS, Toast’s CX beacon metric
  • Own the ongoing maintenance of key Customer Experience metrics (e.g. NPS/CSAT/CES) to ensure optimal deployment on par with industry best practices
  • Proactively identify opportunities to improve the Toast customer experience by monitoring and analyzing CX and business metrics, with a keen focus on the root cause of customer pain
  • Deliver clear and compelling data-driven storytelling that builds empathy for the customer, helps teams understand how and why to act, and influences cross-functional partners to prioritize solutions to address the customer need
  • Maintain an ongoing understanding of business priorities and challenges to ensure CX priorities are in service of priority organizational goals and needs
  • Partner with cross-functional teams (Customer Marketing, Service Design, UX Research, R&D, Customer Success) to create customer experience solutions that are feasible and holistic
  • Define and implement Toast-wide programs to inspire customer-centric decision making at every level through processes, tools and targets
  • Stay current on key industry trends, competitive service offerings & experience, research, recommend best practices, KPIs and benchmarks, and, where relevant, incorporate into ongoing experimentation and adoption at Toast

Requirements

  • 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
  • A passion for improving the customer experience, solving problems, and leading collaboration across teams
  • Excellent written and verbal communication skills
  • Ability to work both independently and effectively partner cross functionally in a highly matrixed environment
  • Able to prioritize amidst ambiguity and competing priorities
  • Experience at a technology company or relevant consultancy ideal.
Benefits
  • Competitive compensation and benefits packages
  • Health insurance
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experiencedigital experiencequalitative researchquantitative researchservice designjourney mappingscenario modelingbusiness case developmentdata analysisNPS
Soft Skills
analytical skillsproblem solvingcollaborationcommunicationindependenceprioritizationstorytellinginfluenceempathyadaptability