Principal, CX Strategy & Analytics

Role overview A cloud-based platform serving restaurants and local businesses is hiring a Principal-level leader for its Customer Experience Strategy & Analytics function. Reporting to the Senior Director of Customer Experience, this high-visibility role owns the Voice of the Customer program across SMB, International, and Retail segments, shaping how the company improves and scales its customer experience as the business grows and adds new products, customer types, and geographies.

Responsibilities - Lead ongoing quantitative and qualitative analysis for Voice of the Customer programs, surfacing operational drivers of sentiment and recommending actions that improve NPS and related metrics - Conduct firsthand customer listening through interviews, call and chat reviews, survey verbatims, and site visits to understand the experience behind the numbers - Maintain and refine key CX metrics (NPS, CSAT, CES) to ensure consistent, accurate deployment aligned with industry best practice - Monitor CX and business metrics alongside frontline feedback to identify root causes of customer pain and propose improvements - Deliver data-driven narratives grounded in real customer voices that influence cross-functional prioritization of experience fixes - Build listening channels with Care, Account Management, Sales, Onboarding, Product, and other partners to capture emerging issues and close the loop on changes made - Partner with Customer Marketing, Service Design, UX Research, R&D, and Customer Success teams to design holistic, feasible experience solutions - Define enterprise-wide programs, processes, and tools that embed customer-centric decision making at every level - Track industry trends, competitive benchmarks, and best practices, and incorporate relevant findings into ongoing experimentation

Requirements - 7+ years of relevant experience in customer experience, customer insights, customer success strategy, or a related analytical role - Demonstrated ability to own CX metrics programs end-to-end, including methodology, governance, and continuous improvement - Strong qualitative and quantitative research skills, with experience turning mixed data sources into actionable recommendations - Proven track record of cross-functional partnership and influence, particularly with Product, R&D, Service Design, and frontline teams - Excellent data storytelling and communication skills for varied audiences, from executives to frontline partners - Experience with industry benchmarks, B2B SaaS or technology customer bases, and ideally multi-segment or international environments

Nice to have - Background working with restaurant, hospitality, or SMB customer segments - Experience modernizing CX tooling and reducing manual analysis through automation while preserving sharp judgment

Benefits and work setup - Hybrid working model with in-person collaboration expected by region - Total rewards include base salary, bonus/commission eligibility, and equity, with geographic pay zones; indicative ranges span roughly $112,000–$229,000 USD depending on zone, skills, and experience - Comprehensive benefits package offered alongside total rewards, with reasonable accommodations available for candidates with disabilities through the hiring process