Principal, CX Strategy & Analytics

📋 Description

• Own the ongoing quantitative and qualitative analysis and reporting for Voice of the Customer
• Listen to customers directly and often, through interviews, call and chat reviews, survey verbatims
• Own the ongoing maintenance of key Customer Experience metrics (e.g. NPS/CSAT/CES) to ensure
• Proactively identify opportunities to improve the Toast customer experience by monitoring and
• Deliver clear and compelling data-driven storytelling, grounded in real customer voices, that
• Maintain an ongoing understanding of business priorities and challenges to ensure CX priorities are

🎯 Requirements

• 7+ years of relevant experience in customer experience, digital experience, management consulting
• Experience with a range of customer experience capabilities (e.g. qualitative and quantitative
• Strong analytical skills, with the ability to analyze data and make data-driven decisions to
• Deep curiosity about customers and a habit of seeking out their perspective firsthand, with
• An obsession with understanding and improving the customer experience, solving problems, and
• Excellent written and verbal communication skills

🎁 Benefits

• Competitive compensation and benefits programs
• Cash compensation (overtime, bonus/commissions if eligible)
• Equity
• Benefits (learn more at https://careers.toasttab.com/toast-benefits)