OverviewThe Customer Experience Strategist is an integral member of the Paychex Customer Experience (PXCX) team, which works in conjunction with Paychex's Corporate Strategy and Planning team. He/She will provide quantitative analysis of Voice of Customer (VOC) data and research market trends to proactively identify shifts in customer expectations, new interaction options, and ways to optimize existing channels to deliver a best-in-class customer experience. This position relies heavily on data, research, and team feedback to identify the growing needs of the business and help prioritize initiatives accordingly. Data will be gathered from multiple sources including enterprise-wide surveys that will include Paychex and our affiliate companies. Identify the main factors that delight and disappoint our customers and develop action plans through close partnerships with leaders, including senior leadership, product teams, service teams and IT.
Responsibilities- Builds and analyzes standard reporting to provide insight about business performance throughout the customer lifecycle.
- Analyzes client survey data to deliver clear and compelling reports that drive action from leaders who influence the customer experience, product development, and client retention.
- Create and administer client dashboards to provide updates for various audiences including members of senior leadership.
- Work with other analytics teams to develop a holistic picture of the customer experience.
- Support and initiate process improvement efforts in partnership with other areas of Paychex through metrics quantification and analysis, in an effort to improve client experience.
- Partners with Product, Service, IT, and Leadership Team to influence the inclusion and prioritization of customer-focused initiatives within the product roadmap.
Qualifications- Bachelor's Degree in Business, Finance, Management, Strategy, or equivalent experience - Required
- Master's Degree - Preferred
- 5 years of experience in a strategy development role related to business operations and/or customer experience.
- 3 years of experience in a consulting role, product management or market research function with an online retail or SaaS organization.
- CCXP (Certified Customer Experience Professional) - Preferred
Live the Paychex ValuesAct with uncompromising integrity. Provide outstanding service and build trusted relationships. Drive innovation in our products and services and continually improve our processes. Work in partnership and support each other. Be personally accountable and deliver on commitments. Treat each other with respect and dignity. What's in it for you?- We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
- We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
- We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
- We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
- We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.
Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary.
Not sure if you meet every requirement?
At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.
