Senior Manager, Customer Experience Strategy & Analytics
Acara Solutions is seeking a Senior Manager, Customer Experience Strategy & Analytics to work with our client headquartered in Boston, MA. This position is 100% remote!
Pay:- $50
- $52/hourSchedule: Monday
- Friday 9am
- 5pmLocation: RemoteJob Type: 6-month contract, possible to extend or convert (depending on business needs)
This role will help shape the way in which we deliver a relevant, intuitive customer experience to meet our customers where they are, remove known sources of pain, and drive business outcomes through a differentiated customer experience. In this role, you will be primarily responsible for customer survey governance and Voice of the Customer (VOC) tools, largely focused on natural language processing (NLP) capabilities.
You will also own the ongoing deployment and maintenance of key CX surveys (e.g. NPS, CSAT, CES) to ensure the company is reliably measuring, understanding and improving the health of the customer base as well as oversee the tools and processes that enable a sound survey governance across the organization.
This is a new role reporting to the Senior Director of Customer Experience and 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.
Job Description-Own the ongoing maintenance of key CX metrics (e.g. NPS/CSAT/CES) to ensure optimal deployment on par with industry best practices-Own the Medallia VOC capabilities (data source maintenance, topic building, QA, impact scoring) to ensure we maximize the benefit of the natural language processing and sentiment scoring capability in support of our broader VOC goals-Drive adoption and adherence to a survey governance framework across the company (Customer Marketing, R&D, Onboarding, Sales, Customer Success) with the goal of reducing survey fatigue and improving the reliability of survey methods -Maintain an ongoing understanding of business priorities and challenges to ensure CX priorities are in service of priority organizational goals and needs-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