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!
