About this role
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!