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Principal, Customer Experience Strategy & Analytics at Toast - ApplyBlast

Principal, Customer Experience Strategy & Analytics

Toast

18 days ago

3.9 on Glassdoor

Remote

Full Time

Senior

0 applicants

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About this role

The Principal, Customer Experience Strategy & Analytics will shape and improve the customer experience across all segments by owning the Voice of the Customer program and driving data-driven insights. This role involves analyzing key CX metrics, identifying root causes of customer pain, and collaborating with cross-functional teams to implement solutions that enhance customer satisfaction and business outcomes. The position requires a strategic leader to modernize CX processes and ensure customer-centric decision-making at every level.

Responsibilities

Own Voice of the Customer program and analyze customer sentiment drivers
Maintain and interpret key CX metrics like NPS, CSAT, and CES
Partner with cross-functional teams to improve customer experience

Skills

About Toast

toasttab.com

Headquarters

Boston, Massachusetts, United States

Company Size

1001-5000 employees

Founded

2011

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Toast is a cloud-based restaurant management platform that provides point-of-sale, payments, and operational tools tailored to restaurants and hospitality businesses. It combines touchscreen POS hardware and mobile ordering with integrated payments, online ordering and delivery integrations, contactless pay, and loyalty/gift programs. Toast also offers back-office features such as labor and payroll management, inventory and menu engineering, and reporting/analytics to streamline operations and increase revenue. Restaurants choose Toast for its turnkey, restaurant-focused ecosystem, integrated payments, and industry-specific features and support.