Principal, CX Strategy & Analytics

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

At Toast, we are passionate about creating raving fans and delivering an unparalleled customer experience. And we see the service and support that our team provides to customers as a key differentiator in the market and a point of pride. As Toast continues to grow – offering new products, serving new customer types & segments, expanding to new geographies – we must continue to innovate on that customer experience and the level, type and modes of support we provide.

As Principal, Customer Experience Strategy & Analytics, you'll play a critical role in shaping how we improve the experience for every customer. As more customers join Toast, that experience has to scale without losing what makes it great. You'll own the Voice of the Customer program across SMB, International and Retail, and you'll stay close to what customers and the Toasters who serve them are saying. With that insight, you'll help us meet customers where they are, fix what's causing pain, and drive business outcomes by making the Toast experience a reason customers choose us and stay.

You'll inherit a solid foundation for measuring customer health. You'll run and interpret NPS, CSAT, CES and other key CX metrics with care, keeping them accurate and consistent, while finding ways to make them better. You'll dig into why customers feel the way they do and turn that into clear priorities for cross-functional improvements. You'll also modernize how the work gets done, cutting manual analysis and bringing in smarter tools, without losing the sharp judgment and thoughtful recommendations our teams count on.

This role reports to the Senior Director of Customer Experience and is a high priority, high visibility position in the Customer Success organization. You will join other high-impact individuals shaping the future customer experience and journey across all customer segments at Toast.

A day in the life (Responsibilities)

Own the ongoing quantitative and qualitative analysis and reporting for Voice of the Customer programs, 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

Listen to customers directly and often, through interviews, call and chat reviews, survey verbatims and site visits, to build a firsthand understanding of the experience behind the metrics

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, alongside customer verbatims and frontline feedback, with a keen focus on the root cause of customer pain.

Deliver clear and compelling data-driven storytelling, grounded in real customer voices, 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

Build strong listening channels with cross-functional and frontline partners (Care, Account Management, Sales, Onboarding, Product) to capture what they hear from customers, spot emerging issues early, and close the loop on what changed as a result

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

What you'll need to thrive (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

Deep curiosity about customers and a habit of seeking out their perspective firsthand, with experience conducting customer interviews and turning qualitative feedback into clear themes

An obsession with understanding and 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