Sr. Principal, Planning & Experience

About the role

The Sr. Principal, Planning and Experience is a strategic advisor, integrator, and execution leader responsible for amplifying the impact of the SVP, Marketing, Growth and Customer Experience (MXG and Analytics) across the enterprise.

Responsibilities

• Serve as a trusted advisor and strategic thought partner to the SVP.
• Help shape and drive the Experience organization’s strategic agenda, ensuring clarity, prioritization, and cross-functional alignment.
• Prepare executive-level insights, recommendations, and narratives for senior leadership and external stakeholders.
• Partner with the Analytics & Reporting function to drive a unified insights ecosystem supporting SVP priorities.
• Translate analytical outputs into clear storylines and recommendations that influence executive decision-making and drive alignment across diverse stakeholders.
• Identify key trends, performance risks, and opportunities using customer, operational, financial, and digital product data; synthesize findings into actionable recommendations and business cases.
• Ensure reporting, dashboards, and measurement frameworks align to strategic objectives and OKRs.
• Apply continuous improvement methodologies (e.g., Lean, Six Sigma principles) to assess business processes, identify inefficiencies, and recommend scalable solutions.
• Rapidly diagnose challenges across functions and develop data-driven proposals to improve performance, efficiency, and customer outcomes.
• Partner with cross-functional teams to implement process improvements and track measurable impact.
• Promote a culture of continuous improvement, accountability, and operational rigor across the Experience organization.
• Drive the Experience organization’s operating cadence, including quarterly business reviews, strategic planning, goal setting, and performance management.
• Drive cross-functional coordination across Marketing, CX, Product, and Ops to ensure consistent execution and collaboration.
• Shape and implement standards, governance models, and feedback loops to ensure operational health and organizational clarity.
• Lead strategic programs and enterprise-wide initiatives aligned with SVP priorities — particularly those requiring cross-functional alignment or heavy analytical components, driving efficiency, scalability, and measurable business impact.
• Support resource allocation, budget tracking, and prioritization for major SVP-sponsored programs and product investments.
• Operate as a flexible, high-impact problem solver who can be deployed across the business to assess ambiguous challenges, synthesize insights, and deliver actionable recommendations.
• Develop executive communications, narratives, and presentations that reinforce SVP strategic priorities.
• Support the SVP in select executive meetings and cross-functional forums, driving continuity, alignment, and follow-through.
• Engage and collaborate with a wide range of personalities, from highly analytical to creative and operational partners.
• Support change management efforts to ensure enterprise buy-in and adoption of Experience-driven initiatives.

Qualifications

• 8-10+ years of progressive experience in Customer Experience, Marketing, Strategy, Analytics, Digital Product, or related fields.
• Experience leading or partnering closely with Analytics, Data, or BI teams required; proven ability to interpret complex datasets and drive insight-based decision-making.
• Experience applying continuous improvement and operational excellence principles (e.g., Lean, Six Sigma) to streamline processes, improve efficiency, and drive measurable business outcomes.
• Previous experience in a Chief of Staff, strategy, transformation, or portfolio leadership role preferred.
• Strong command of analytics, reporting, and data visualization frameworks.
• Ability to translate data into strategies, narratives, and business recommendations.
• Understanding of customer experience measurement (NPS/eNPS, VoC, journey analytics) and marketing/product performance metrics.
• Highly strategic, intellectually curious, and comfortable operating in ambiguity.
• Exceptional communication and storytelling skills, including comfort with executive audiences.
• Strong relationship-builder who can influence without authority and navigate complex organizational dynamics.
• Ability to coach and develop team members laterally, elevating thinking, problem-solving, and execution without direct reporting relationships.
• Skilled at engaging and collaborating with a wide range of personalities, from highly analytical to creative and operational partners.
• High degree of professionalism, confidentiality, and emotional intelligence.

Benefits

• Competitive pay and annual bonus program for all associates.
• Generous PTO including vacation accrual, sick time, volunteer time, and standard and floating holidays.
• Health, dental, vision, and life insurance.
• Long-term and short-term disability insurance.
• Awesome work environment with casual dress.
• Team events and gatherings (Pre- and Post-Covid).
• 401(k) with company matching contributions.
• Employee Resource Groups: Together with Women, Asian Alliance, Black Collective, Juntos, Gen Next, and Open Invitation.
• Career growth paths and learning opportunities — we promote from within.

Pay

The salary range for this position is: $130,312.50 - $225,875.00, plus individuals may be eligible for an annual discretionary bonus. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications, location, and applicable employment laws.

Schedule

Actual schedule will be dependent upon the individual's skills, experience, qualifications, location, and applicable employment laws.