CX Strategy Associate

CX Strategy Associate

About this role

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.

Role & responsibilities

AI Automation

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)

CX Tooling

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

Measurement & Insights

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

Cross-functional execution

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

Expertise & experience required

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 have:

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.)

Base Range

$110,000—$145,000 USD