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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer experience analysis, utilizing both qualitative and quantitative research methods to drive improvements in customer sentiment metrics such as NPS, CSAT, and CES. Capable of delivering data-driven insights and collaborating effectively across various teams to align customer experience priorities with business objectives.
Highest-signal resume keywords
Customer Experience AnalysisQualitative And Quantitative ResearchData-Driven Decision MakingCustomer InterviewsCross-Functional Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
NPSCSATCESService DesignJourney MappingScenario ModelingBusiness Case DevelopmentData AnalysisCustomer Feedback AnalysisOperational Driver Identification
Soft Skills
Analytical SkillsWritten CommunicationVerbal CommunicationIndependent WorkPrioritization
Industry Keywords
Voice Of The CustomerCustomer Experience MetricsCustomer SentimentCustomer MarketingUX ResearchCompetitive Service OfferingsBest PracticesKPIBenchmarkingTechnology Company Experience
About the role
Key responsibilities & impact- Own quantitative and qualitative analysis and reporting for Voice of the Customer programs
- Identify, validate, and communicate operational drivers of customer sentiment and recommend solutions to improve NPS
- Conduct customer interviews, call and chat reviews, survey verbatims, and site visits
- Maintain NPS, CSAT, CES, and other Customer Experience metrics
- Analyze CX, business metrics, customer verbatims, and frontline feedback to identify root causes of customer pain
- Deliver data-driven storytelling to build customer empathy and influence cross-functional prioritization
- Align CX priorities with organizational goals and business needs
- Partner with Customer Marketing, Service Design, UX Research, R&D, and Customer Success teams
- Build listening channels with Care, Account Management, Sales, Onboarding, and Product teams
- Define and implement Toast-wide customer-centric decision-making programs
- Monitor industry trends and competitive service offerings; recommend best practices, KPIs, and benchmarks
Requirements
What you’ll need- 7+ years of relevant experience in customer experience, digital experience, management consulting, strategic finance, or related strategy or analytics positions
- Experience with qualitative and quantitative research, service design, journey mapping, scenario modeling, and business case development
- Strong analytical skills and ability to make data-driven decisions
- Experience conducting customer interviews and turning qualitative feedback into clear themes
- Excellent written and verbal communication skills
- Ability to work independently and partner cross-functionally in a highly matrixed environment
- Ability to prioritize amid ambiguity and competing priorities
- Experience at a technology company or relevant consultancy ideal
Benefits
Comp & perks- Competitive compensation and benefits programs
- Cash compensation, including overtime and bonus/commissions if eligible
- Equity
- Flexible benefits supporting a healthy lifestyle and changing needs
- AI tools provided across disciplines to support work
- Hybrid work model valuing individual needs and in-person collaboration
- Reasonable accommodations for persons with disabilities during the hiring process