At a glance
- Experience
- 7+ years experience
- Workplace
- Remote
- Location
- Remote
About the role
- The Principal, CX Strategy & Analytics will own the Voice of the Customer program across SMB, International, and Retail segments.
- This role is responsible for shaping the customer experience strategy by analyzing quantitative and qualitative data to drive cross-functional improvements.
- The position serves as a high-visibility role within the Customer Success organization, focusing on scaling the customer experience as the company grows.
Responsibilities
- Own ongoing quantitative and qualitative analysis and reporting for Voice of the Customer programs.
- Identify, validate, and communicate top operational drivers of customer sentiment.
- Recommend solutions to address customer pain points and optimize NPS.
- Conduct customer interviews, call and chat reviews, and site visits to understand the experience behind metrics.
- Maintain key Customer Experience metrics including NPS, CSAT, and CES.
- Deliver data-driven storytelling to influence cross-functional partners to prioritize customer-centric solutions.
- Partner with teams like Customer Marketing, Service Design, UX Research, and R&D to create holistic solutions.
- Build listening channels with frontline partners to capture feedback and spot emerging issues.
- Define and implement company-wide programs to inspire customer-centric decision-making.
- Monitor industry trends and competitive service offerings to recommend best practices and KPIs.
Requirements
- 7+ years of relevant experience in customer experience, digital experience, management consulting, strategic finance, or related strategy/analytics positions.
- Experience with customer experience capabilities including qualitative and quantitative research, service design, journey mapping, and scenario modeling.
- Strong analytical skills with the ability to make data-driven decisions.
- Experience conducting customer interviews and turning qualitative feedback into clear themes.
- Ability to work independently and partner cross-functionally in a matrixed environment.
- Ability to prioritize amidst ambiguity and competing priorities.
- Excellent written and verbal communication skills.
Preferred qualifications
- Experience at a technology company or relevant consultancy.
Workplace
- Remote role based in the USA.
- Company embraces a hybrid work model.
Skills
- NPS
- CSAT
- CES
- Journey Mapping
- Scenario Modeling
- Business Case Development
- Quantitative Research
