Customer Experience Strategy Analyst

The Customer Experience Strategy Analyst at Stord will be the operational and analytical backbone for high-impact initiatives within the Customer Experience (CX) organization. This role involves project management and deep data analysis to ensure operational rigor and strategic consistency across CX processes. Key responsibilities include leading governance for customer-facing reporting, generating executive insights, driving operational improvements, managing CX projects, ensuring data integrity in systems like Freshdesk and Salesforce, and maintaining CX standards. The analyst will translate strategic goals into actionable plans and develop insights to strengthen customer adoption and operational performance.

Must Have

• Lead standardized customer-facing reporting (weekly, monthly, quarterly).
• Generate executive-ready insights for WBRs, MBRs, and QBRs.
• Optimize existing systems to identify inefficiencies and drive scalability.
• Manage specific project workstreams within high-impact CX initiatives.
• Own and maintain data integrity in systems like Freshdesk and Salesforce.
• Collaborate with Product, Engineering, Operations, and Finance teams.
• Maintain detailed documentation, dashboards, and operating cadences.
• Minimum 3-5 years in an analytical role (Supply Chain/B2B Operations) or 1-3 years in project coordination.
• Bachelor's degree in a quantitative field (Supply Chain, Logistics, Business Analytics, Data Science, Finance).
• Proficiency with CRM (Salesforce) and Ticketing Systems (Freshdesk/Zendesk).
• Proficiency with project management tools (Asana, Jira).
• Proven ability to translate complex operational data into customer narratives.
• Demonstrated track record of establishing data integrity and standardized processes.

Good to Have

• Experience in a startup or high-growth environment.
• Experience in logistics or supply chain management.
• Previous experience with system changes (e.g., CRMs or ERPs).
• Experience with G Suite (Google Workspace).

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.

By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.

With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.

Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.

The Customer Experience Strategy Analyst will serve as the operational and analytical backbone for high-impact initiatives specifically within the Customer Experience (CX) organization. This role is highly focused on project management and deep data analysis to drive operational rigor and strategic consistency across CX processes. You will lead the governance of all customer-facing reporting, ensuring accuracy and consistency across weekly, monthly, and quarterly cadences.

This role is responsible for translating CX strategic goals into actionable project plans, overseeing the systems (e.g., Freshdesk, Salesforce) that drive customer visibility, and developing the insights that strengthen customer adoption, operational performance, and renewal readiness. You will be the driver for codifying best practices and developing repeatable frameworks for future CX initiatives.

What You'll Do

• Lead Reporting & Analytics Governance: Lead the standardized creation, management, and delivery of all customer-facing reporting across weekly, monthly, and quarterly cadences. Own the full reporting lifecycle: data intake, validation, analysis, visualization, and narrative development.
• Generate Executive Insights: Prepare executive-ready insights for WBRs, MBRs, and QBRs, consolidating KPIs, operational trends, risk indicators, adoption progress, and corrective actions.
• Drive Operational Improvements: Assist in optimizing existing systems to identify inefficiencies and drive scalability across the organization. Validate root causes and performance anomalies using ticketing, order, and operational datasets to inform corrective action. Monitor ticket volumes, SLA compliance, response times, and exception trends to identify systemic issues and improvement opportunities.
• Manage CX Projects: Manage specific project workstreams within high-impact CX initiatives, including planning, timeline tracking, risk identification, and coordination across cross-functional teams. Translate high-level strategic goals into actionable project roadmaps, charters, and workflows.
• Ensure Data Integrity and Alignment: Own the systems (Freshdesk, Salesforce) that drive customer visibility and maintain data integrity. Collaborate closely with teams across Product, Engineering, Operations, and Finance to surface trends, identify risks, track systemic issues, and drive cross-functional accountability.
• Maintain CX Standards: Maintain detailed, organized documentation, dashboards, and operating cadences to provide visibility to key stakeholders. Help codify best practices and develop repeatable frameworks for future initiatives, driving consistency and maturity across CX governance.

What You'll Need

• Experience: Minimum of 3-5 years of experience in a dedicated analytical role, focusing on root cause analysis, performance anomaly detection, and data validation, preferably within a Supply Chain or B2B Operations context. Alternatively, 1-3 years of experience in project coordination, project management support, or operations with a proven ability to manage tasks and execute complex, cross-functional projects.
• Education: Bachelor's degree in a quantitative field such as Supply Chain Management, Logistics, Business Analytics, Data Science, or Finance is required.
• Analytical Prowess: Proven ability to lead the full reporting lifecycle and translate complex operational data into clear, value-driven customer narratives. Basic analytical fluency and comfort working with data to support project decisions.
• Tool Proficiency: Strong hands-on experience and administrative knowledge of CRM (Salesforce) and Ticketing Systems (Freshdesk/Zendesk). Proficiency with project management tools (Asana, Jira).
• Cross-Functional Execution: Demonstrated track record of establishing and maintaining data integrity, governance, and standardized processes (SLAs, templates, workflows) across cross-functional CX teams. Strong interpersonal skills with the ability to build relationships and drive team alignment.
• Mindset: Strong attention to detail with a bias toward action and high standards for follow-through. Must be able to adapt to evolving priorities, jumping into ambiguous problem areas with structure, curiosity, and a keen attention to detail.

• Experience in a startup or high-growth environment.
• Experience in logistics or supply chain management.
• Previous experience with system changes (e.g., changing CRMs or ERP systems).
• Experience with G Suite (Google Workspace).