Senior Manager, CX Strategy & Analytics

📋 Description

• Own SMB Voice of the Customer analysis and reporting; drive NPS
• Maintain CX metrics (NPS/CSAT/CES) with best-practices deployment
• Identify CX improvement opportunities by monitoring metrics
• Deliver data-driven storytelling to influence cross-functional teams
• Keep CX priorities aligned with business goals
• Partner with marketing, design, UX, R&D, and CS to craft CX solutions
• Define Toast-wide programs to foster customer-centric decisions
• Stay current on industry trends; share KPIs and best practices

🎯 Requirements

• 7+ years in CX, digital experience, consulting or analytics
• Experience with qualitative and quantitative CX research, service design
• Strong analytical skills to diagnose and track impact
• Passion for improving CX and cross-team collaboration
• Excellent written and verbal communication
• Able to work independently and cross-functionally in a matrix
• Prioritize amidst ambiguity and competing priorities
• Experience at a tech company or relevant consultancy ideal

🎁 Benefits

• Pay range: $123,000–$197,000 USD
• Total rewards include cash, benefits and equity (where eligible)
• Hybrid work model with in-person collaboration
• Benefits details at Toast career page