Senior Customer Journey Analyst
| Company | Toast |
|---|---|
| Location | Boston, MA, USA, Omaha, NE, USA |
| Salary | $88000 – $141000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 3+ years of experience working in Customer Success in a role with an emphasis on analytics and/or process improvement.
- Proven track record of sound data-driven decision-making in complex, ambiguous situations.
- Strong interpersonal and communication skills with the ability to report on data and key insights to Operational Leaders.
- Excellent analytical skills with experience using tools such as Excel, Google Sheets, Looker, and Snowflake (Pivot tables, VLookups, data manipulation etc.).
- Passion for continuous improvement.
- Demonstrated proficiency in customer service and technical support functions.
- Experience managing multiple projects concurrently while maintaining strong organizational skills.
- Experience working directly with senior leadership and key internal stakeholders.
- Capable of working independently with minimal supervision and completing all required duties consistently.
- Demonstrated commitment to providing the best customer service.
Responsibilities
- Serve as the go-to expert for designated processes and metrics, while providing regular insights and guidance to stakeholders.
- Create, update, and assess current and future state process maps, fostering alignment among key stakeholders and leadership on improvement opportunities.
- Set the strategy and own the roadmap for transforming specific care customer experiences.
- Utilize data and critical thinking to identify process pain points, quantify their impact, and prioritize improvement opportunities.
- Regularly track relevant data points and key success indicators, and regularly report out on project health and progress to key stakeholders.
- Organize and lead focus groups, shadowing sessions, and brainstorming discussions to identify process gaps and generate scalable solutions.
- Work closely with product teams, care managers, quality assurance, enablement, and systems to identify and implement process improvement opportunities.
- Advocate for Care teams to adopt new strategies that enhance the customer experience and drive positive change.
- Keep informed about Quality and Operational business policies to ensure all recommended changes align with overall business objectives.
- Modify existing processes for new product launches and support relevant pilot programs.
Preferred Qualifications
- Bachelor’s degree in Business, Analytics or related field