Toast · 22 hours ago
Senior Manager, CX Strategy & Analytics
United States
Full-time
Remote
Senior Level
$123K/yr - $197K/yr
7+ years expToast creates technology to help restaurants and local businesses succeed in a digital world. As the Senior Manager, Customer Experience Strategy & Analytics, you will inform the strategy for improving the customer experience and drive the ongoing measurement of CX metrics to identify areas for improvement.
DeliveryPoint of SaleSaaS
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
Qualification
Required
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
Preferred
Experience at a technology company or relevant consultancy ideal
Benefits
Cash compensation (overtime, bonus/commissions, if eligible)
Benefits
Equity (if eligible)
Company
Toast
Toast is a point-of-sale and restaurant management platform designed for businesses in the food service and hospitality industry.
1001-5000 employees
H1B Sponsorship
Toast has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (26)
2024 (32)
2023 (39)
2022 (66)
2021 (29)
2020 (17)
Funding
Current Stage
Public CompanyTotal Funding
$961.95MKey Investors
12 West CapitalT. Rowe PriceBessemer Venture Partners
2021-09-22IPO
2020-11-23Secondary Market· $60M
2020-02-14Series F· $400M
Leadership Team
Aman Narang
CEO and Co-Founder
Steve Fredette
Co-founder and President
Recent News
2026-01-09
Company data provided by crunchbase