CX Strategy Associate

Hey there! 👋 At Factorial, we are looking for a sharp, data-driven CX Strategy Associate to help take our global Customer Experience operations to the next level. Partnering directly with our CX Strategy Lead and working hand-in-hand with our VP of Customer Experience, your work will directly shape how we support, retain, and grow our customers. Ready to take on the challenge? Let’s dive in.

About

The Role 🚀 As our CX Strategy Associate, you will be the engine behind our CX leadership’s decision-making process. This isn’t a passive support role—you will actively transform raw data into strategic execution, optimize operational efficiency, and align high-level business goals with daily realities. Your mission is to ensure our CX teams have the precise insights, forecasting, and OKR management needed to maximize customer retention, expansion, and satisfaction (CSAT & NPS). Key

Responsibilities: Strategic Insights & Reporting: Drive weekly (WBR) and quarterly (QBR) business reviews, delivering data-backed recommendations to senior leadership. Operational Excellence: Identify bottlenecks in current workflows, help teams focus on high-impact accounts, and optimize resource allocation. AI Innovation: Lead the charge on driving AI adoption across the CX organization to maximize efficiency and modernize workflows. Cross-Functional Alignment: Partner closely with Directors, Finance, and People Ops to keep strategic initiatives and OKRs perfectly synchronized. Your Profile 🎯 The Must-Haves: Experience: At least 3 years of experience in strategic consulting, business operations, or supporting leadership teams within high-speed environments. SaaS Savvy: A strong interest in the tech scale-up ecosystem and a solid grasp of SaaS business metrics. Analytical Power: High data literacy with the ability to independently scope, analyze, and translate complex data into actionable business strategies. Communication & Presentation: Ability to build executive-ready, data-rich, and visually clear slide decks, alongside top-tier verbal and written communication skills. Tech Toolkit: Advanced capabilities in G-Suite and modern AI tools (specifically Claude and Gemini). Languages: Full proficiency in English is a must. The Nice-to-Haves: Professional proficiency in Spanish. Demonstrable SQL capabilities (highly valued). Mindset & Soft Skills: Self-Directed: You are comfortable with ambiguity and can independently drive analytical projects from concept to delivery. Adaptable: Detail-oriented and highly organized, with the resilience to thrive under shifting priorities. Collaborative: A natural relationship-builder who works seamlessly across various departments.