Location: [New York, USA]
Experience: 10+ Years
Team: Customer Strategy & Insights
Reports To: Director, Customer Strategy
Pay: $180,000 - $200,000 a year
Customer Focus: Passion for understanding and addressing customer needs
Customer Experience Management: Proven experience in a strategic customer experience role with a focus on customer insights and service growth
Influencing: Strong influencing and collaboration skills with the ability to work effectively with senior leadership
Customer Insights Collection and Development: Experience with a wide variety of ways of collecting VOC and information about customer buying behaviors and how to influence their decision making
Program Management: Excellent ability to coordinate with cross-functional teams
AI Experience: Experience with leveraging AI for iterative prompts, data analysis, & developing business strategies
This role is critical to driving service growth and enhancing customer experience within CISD
Clootrack is an AI-powered customer experience (CX) analytics platform helping retail and consumer brands uncover deep, real-time insights from customer feedback. Our technology analyzes structured and unstructured data to identify patterns, pain points, and opportunities that drive better decisions—faster. We empower companies to act with confidence using insights that are 94%+ accurate, trusted by CX, product, and marketing leaders worldwide.
We’re looking for a seasoned CX Insights / Strategic Consultant with over 10 years of experience to guide our retail clients in transforming their customer experience strategies. In this role, you’ll serve as a trusted advisor—turning raw feedback into clear, actionable recommendations that shape business decisions. You’ll work closely with marketing, product, and CX teams to drive growth, loyalty, and experience excellence, powered by Clootrack’s AI platform.
Act as the lead consultant for enterprise retail clients—helping them translate customer data into CX strategies that deliver measurable business results.
Analyze customer feedback from surveys, reviews, support tickets, and call transcripts to identify themes, emerging issues, and key drivers of NPS, CSAT, and retention.
Deliver clear and compelling insights—e.g., helping a fashion retailer identify why return rates spiked in a specific product category or why a mobile app redesign impacted first-time user experience.
Run regular insight reviews with stakeholders, framing complex data into concise, executive-level presentations and recommendations.
Develop strategic roadmaps focused on journey improvements, operational fixes, brand experience, and competitive differentiation.
Conduct competitive benchmarking to highlight brand positioning, CX gaps, and white space opportunities within the category.
Partner with product, CX, and marketing teams to activate insights across teams and embed them into product roadmaps, loyalty strategies, and CX initiatives.
Integrate multiple data sources to provide a complete view of the customer journey, and surface both quick wins and long-term improvements.
Support VoC program maturity by coaching client teams on insight activation and setting up processes for continuous feedback analysis.
10+ years of experience in CX strategy, customer insights, or customer experience consulting, ideally with retail or consumer-facing brands.
Deep understanding of CX metrics and methodologies—NPS, CSAT, CES, customer churn, and journey mapping.
Strong communication and storytelling skills—comfortable presenting to executive stakeholders and influencing senior decision-makers.
Hands-on experience with data analysis, customer journey frameworks, and root cause analysis.
Skilled at working cross-functionally and managing complex client relationships.
Passionate about customer-centric thinking and uncovering what really drives loyalty, dissatisfaction, or delight.
Experience with customer analytics, feedback platforms, or natural language processing tools.
Familiarity with data visualization platforms like Power BI, Tableau, or Looker.
Understanding of retail trends, digital experience metrics, and CX measurement frameworks.
Work with leading brands and influence how they shape customer experiences.
Use advanced AI to drive insight-led strategies and measurable outcomes.
Join a fast-paced, collaborative team shaping the future of customer intelligence.