Responsibilities

• Serve as a trusted advisor and strategic thought partner to the SVP.
• Help shape and drive the Experience organization’s strategic agenda, ensuring clarity, prioritization, and cross‑functional alignment.
• Translate enterprise priorities into actionable roadmaps for Marketing, CX, Product, and Analytics teams.
• Prepare executive‑level insights, recommendations, and narratives for senior leadership and external stakeholders.
• Partner with the Analytics & Reporting function to drive a unified insights ecosystem supporting SVP priorities.
• Translate analytical outputs into clear storylines and recommendations that influence executive decision-making and drive alignment across diverse stakeholders.
• Identify key trends, performance risks, and opportunities using customer, operational, financial, and digital product data; synthesize findings into actionable recommendations and business cases.
• Ensure reporting, dashboards, and measurement frameworks align to strategic objectives and OKRs.
• Continuous improvement methodologies (e.g., Lean, Six Sigma principles) to assess business processes, identify inefficiencies, and recommend scalable solutions.
• Rapidly diagnose challenges across functions and develop data-driven proposals to improve performance, efficiency, and customer outcomes.

Requirements

• 8-10+ years of progressive experience in Customer Experience, Marketing, Strategy, Analytics, Digital Product, or related fields.
• Experience leading or partnering closely with Analytics, Data, or BI teams required; proven ability to interpret complex datasets and drive insight‑based decision-making.
• Experience applying continuous improvement and operational excellence principles (e.g., Lean, Six Sigma) to streamline processes, improve efficiency, and drive measurable business outcomes.
• Experience operating in a matrixed environment, ideally within a high‑growth, multi‑market, or operationally complex organization.
• Strong command of analytics, reporting, and data visualization frameworks.
• Ability to translate data into strategies, narratives, and business recommendations.
• Understanding of customer experience measurement (NPS/eNPS, VoC, journey analytics) and marketing/product performance metrics.

Preferred

• Previous experience in a Chief of Staff, strategy, transformation, or portfolio leadership role preferred.

Benefits

• Competitive pay and annual bonus program for all associates
• Generous PTO including vacation accrual, sick time, volunteer time, and standard and floating holidays
• 401(k) with company matching contributions
• Casual dress code and a genuinely great work environment
• Team events, celebrations, and a culture that values connection
• Employee Resource Groups: Together with Women, Asian Alliance, Black Collective, Juntos, Gen Next, and Open Invitation
• Career growth paths and learning opportunities — we promote from within