Principal, CX Strategy & Analytics

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. At Toast, we are passionate about creating raving fans and delivering an unparalleled customer experience. And we see the service and support that our team provides to customers as a key differentiator in the market and a point of pride. As Toast continues to grow – offering new products, serving new customer types & segments, expanding to new geographies – we must continue to innovate on that customer experience and the level, type and modes of support we provide. As Principal, Customer Experience Strategy & Analytics, you'll play a critical role in shaping how we improve the experience for every customer. As more customers join Toast, that experience has to scale without losing what makes it great. You'll own the Voice of the Customer program across SMB, International and Retail, and you'll stay close to what customers and the Toasters who serve them are saying. With that insight, you'll help us meet customers where they are, fix what's causing pain, and drive business outcomes by making the Toast experience a reason customers choose us and stay. You'll inherit a solid foundation for measuring customer health. You'll run and interpret NPS, CSAT, CES and other key CX metrics with care, keeping them accurate and consistent, while