CX Strategy Associate
About The Position
As a CX Strategy Associate, you will improve how customer experience scales across automation, tooling, and measurement. This role focuses on identifying high-impact CX gaps and building scalable solutions that improve efficiency, reduce friction, and strengthen customer outcomes. You will work on problems that sit between Product and Operations—ranging from improving onboarding flows to enhancing support automation and building internal tools. This role also contributes to shaping how we measure and optimize customer experience, including areas like contact rate, CSAT, and customer risk signals. This is a high-ownership role with exposure to strategic questions, but with a primary focus on execution and building systems that scale.
Requirements
- 2–4 years experience in Operations, Product Ops, CX, Consulting, or similar roles
- Strong analytical and problem-solving skills
- Ability to operate in ambiguous environments and drive execution
- Experience working cross-functionally with Product, Engineering, or Operations teams
- High ownership and bias toward action
Nice To Haves
- Experience with CX tools (Zendesk, chat platforms, CSAT tools)
- Exposure to automation, workflows, or AI-driven tools
- Experience building dashboards or working with data tools (SQL, Looker, etc.)
Responsibilities
- Improve chatbot performance (coverage, containment, resolution quality)
- Design and implement automation beyond chatbots, including:
- Agent-assist / “copilot” workflows to reduce manual effort and errors
- Automated servicing flows (e.g., follow-ups, status updates, issue resolution)
- Improve and maintain core CX systems (e.g., Zendesk, workflows, CSAT collection)
- Support development of internal tools that increase agent and team efficiency
- Help standardize tooling and workflows across support channels
- Analyze CX performance across channels (chatbot, support, product journeys)
- Identify friction points not captured in support tickets (e.g., drop-offs, dead ends)
- Build and maintain dashboards to track key CX metrics and initiative impact
- Partner with Customer Operations, Product, and Data teams to implement solutions
- Own initiatives end-to-end: problem definition → solution design → launch → measurement
- Translate customer insights and data into actionable improvements
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
