New

Senior Manager, Customer Experience Strategy & Analytics

Aleron
United States, Massachusetts, Bolton
Feb 21, 2025
Description 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/hour Schedule: Monday - Friday 9am - 5pm Location: Remote Job Type: 6-month contract, possible to extend or convert (depending on business needs) Overview As the Senior Manager, Customer Experience Strategy & Analytics you will play a critical role in informing the strategy for how we improve the customer experience. This 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. 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 Job Requirements *Do you have the right ingredients?** 5+ years of relevant experience in customer experience, digital experience, management consulting, strategic finance, or related strategy or analytics positions Demonstrated familiarity with Medallia or other similar NLP tools Demonstrated survey expertise including familiarity with survey tools, methods, best practices and a track record of instituting survey best practices across a cross-functional organization Ability to gain alignment across cross-functional teams with competing priorities 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 Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are Equal Employment Opportunity and Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, genetic information, sex, age, disability, veteran status, or any other legally protected basis. The Aleron companies welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available upon request for applicants taking part in all aspects of the selection process. Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status. Apply