Customer Experience Strategist

About the role

The Customer Experience Strategist is an integral member of the Paychex Customer Experience (PXCX) team, working with Paychex's Corporate Strategy and Planning team. This role provides quantitative analysis of Voice of Customer (VOC) data and researches market trends to proactively identify shifts in customer expectations, new interaction options, and ways to optimize existing channels for a best-in-class customer experience. The position relies on data, research, and team feedback to identify business needs and prioritize initiatives.

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 influencing customer experience, product development, and client retention.
• Creates and administers client dashboards to provide updates for various audiences, including senior leadership.
• Works with other analytics teams to develop a holistic picture of the customer experience.
• Supports and initiates process improvement efforts in partnership with other areas of Paychex through metrics quantification and analysis to improve client experience.
• Partners with Product, Service, IT, and Leadership teams 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.

Skills

• Act with uncompromising integrity.
• Provide outstanding service and build trusted relationships.
• Drive innovation in products and services and continually improve processes.
• Work in partnership and support each other.
• Be personally accountable and deliver on commitments.
• Treat each other with respect and dignity.

Benefits

• Comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, and financial assistance.
• Paid time off, company holidays, culture days, and work-life balance programs.
• Award-winning training and development programs for ongoing learning and career growth.
• Inclusive company culture that values diversity and encourages individual perspectives.
• Paid time off for volunteerism and support for local community initiatives.

Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary.