Customer Experience Strategist
3 days ago
Estimated Salary: $120,000 - $150,000 per year
We are seeking a highly skilled Customer Experience Strategist to join our team at SmartRent. As a key member of our organization, you will be responsible for leading the strategy and development of our Customer Experience Program.
Your primary focus will be on analyzing and communicating customer feedback to stakeholders throughout the company. You will oversee the design and deployment of surveys to capture the customer experience in various areas and provide strategic oversight of survey implementation across all distribution channels.
You will also create and maintain dashboards and reports that track customer feedback, trends, sentiment, and satisfaction metrics. Additionally, you will empower cross-functional stakeholders with access to actionable data through intuitive dashboards and reports, facilitating informed decision-making.
The ideal candidate will have a Bachelor's degree in social science, data science, business administration, mathematics, or a related field. They will possess 10+ years' experience in an analytics or customer insights role, with a minimum of 5 years leading Customer Experience insights programs or customer experience initiatives. SaaS experience is a plus.
The successful candidate will have strong expertise in both qualitative and quantitative research methods, including surveys, interviews, and data analysis. They will also have experience and proficiency in using common CX tools such as Medallia or Qualtrics and expertise in Net Promoter Score (NPS) methodology and other feedback collection methodologies.
Benefits:
- 100% employer-paid medical coverage
- Flexible PTO
- Competitive 401k and employee stock purchase plans
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