Senior strategist owning the Experience Performance Index (EPI) program across one of our clients international brands. Turns guest-experience signals into a measurement system that guides where Research & Design invests, and makes the case to leadership with data.
RESPONSIBILITIES:
• Own and evolve the EPI framework, scorecards and health metrics across all three brands
• Translate guest and behavioral data into prioritized, actionable experience insights
• Partner with Research and Design leadership to shape the roadmap and prove impact
• Build and present executive-level reporting and quarterly narratives
• Define instrumentation and success metrics with analytics and product teams
REQUIREMENTS:
• 7+ years in UX/CX research, experience strategy or insights, incl. senior/lead scope
• Proven experience-measurement / KPI framework design (NPS, CSAT, task success, funnels)
• Strong data storytelling and executive stakeholder management
• Comfort with quantitative and behavioral analytics; large consumer/e-commerce brands a plus
MUST-HAVE:
• Experience / CX measurement frameworks & scorecards
• UX research strategy
• Data storytelling & exec presentation
• Behavioral & survey analytics (NPS/CSAT/task success)
• Cross-functional stakeholder management
NICE-TO-HAVE:
• Travel / hospitality / e-commerce domain
• Analytics tooling (GA4, Adobe, Qualtrics/Medallia)
• SQL / dashboarding
Candidates in Miami will be prioritized
We look forward to meeting you!
Skills Required
- 7+ years in UX/CX research, experience strategy or insights, including senior/lead scope
- Proven experience in measurement / KPI framework design (NPS, CSAT, task success, funnels)
- Strong data storytelling and executive stakeholder management
- Comfort with quantitative and behavioral analytics
- Experience with CX measurement frameworks & scorecards
- UX research strategy
- Behavioral & survey analytics (NPS/CSAT/task success)
- Cross-functional stakeholder management
- Travel / hospitality / e-commerce domain experience
- Analytics tooling (GA4, Adobe, Qualtrics/Medallia)
- SQL / dashboarding
What We Do
We build scalable teams for solution development for enterprise-grade clients. The right people at the right time, from requirements gathering to deployment. We have the experience and people to help you deliver beyond expectations. When we started zælot, we had one goal in mind: we just wanted to work with people we liked to work with. So that's what we did. From the beginning, trust and cooperation were the most important values to us as a team. Two years later we are more than 90 people in 9 countries. We have paid special attention to maintaining an environment of trust, reliability and a culture of helping each other. We believe that this will always be the core to our success.
