Senior Manager, 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 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 the Senior Manager, Customer Experience Strategy & Analytics you will play a critical role in informing the strategy for how we improve the Toast customer experience. Toast is a rapidly growing company and as more locations join the platform, we must look at how the experience of those customers can scale efficiently. By owning the SMB Voice of the Customer program, 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.

You will also drive the ongoing measurement of the Toast customer experience and identify areas for improvement. You will own the ongoing deployment, maintenance and interpretation of key CX metrics (e.g. NPS, CSAT, CES) to ensure Toast is reliably measuring, understanding and improving the health of the customer base.

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 analysis and reporting for the SMB Voice of the Customer program, 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
• 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, with a keen focus on the root cause of customer pain
• Deliver clear and compelling data-driven storytelling 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
• 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
• A passion for 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
• Able to prioritize amidst ambiguity and competing priorities
• Experience at a technology company or relevant consultancy ideal

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.