Zaelot

Senior strategist owning the Experience Performance Index (EPI) program across one of our clients international brands. Turns guest-experience signals into a measurement system that guides where Research & Design invests, and makes the case to leadership with data.

RESPONSIBILITIES:
Own and evolve the EPI framework, scorecards and health metrics across all three brands
Translate guest and behavioral data into prioritized, actionable experience insights
Partner with Research and Design leadership to shape the roadmap and prove impact
Build and present executive-level reporting and quarterly narratives
Define instrumentation and success metrics with analytics and product teams

REQUIREMENTS:
7+ years in UX/CX research, experience strategy or insights, incl. senior/lead scope
Proven experience-measurement / KPI framework design (NPS, CSAT, task success, funnels)
Strong data storytelling and executive stakeholder management
Comfort with quantitative and behavioral analytics; large consumer/e-commerce brands a plus

MUST-HAVE:
Experience / CX measurement frameworks & scorecards
UX research strategy
Data storytelling & exec presentation
Behavioral & survey analytics (NPS/CSAT/task success)
Cross-functional stakeholder management

NICE-TO-HAVE:
Travel / hospitality / e-commerce domain
Analytics tooling (GA4, Adobe, Qualtrics/Medallia)
SQL / dashboarding

Candidates in Miami will be prioritized
We look forward to meeting you!