Principal Experience Strategist at Shipt, Inc. in San Francisco, California

Job Description:

At Shipt, we are transforming the grocery shopping experience and giving time back to consumers. Shipt shoppers handpick fresh groceries and household essentials, then deliver them to your door in as little as one hour.

The principal will drive results that will improve NPS and OSAT, their key experience driver metrics, and thus financial and loyalty metrics. They will drive these in partnership with cross-functional teams addressing friction points in people, process and technology. This is different from other insights roles in that the Principal does not just do and deliver data analysis — the Principal will establish the right strategy for improvement to these metrics, which is a critical input into company objective prioritization. The principal must also adopt the Shipt Values to inspire teams to be excited to take the actions in the strategy for enhanced execution. This includes facilitating cross-team workshops to uncover root causes, brainstorm solutions, and drive business plans that will impact customer metrics.

• The Principal must identify and prioritize the right areas for teams to focus improvement efforts.  They do this by analyzing data from multiple listening posts (identify deep, broad, frequent customer feedback that drives NPS, CSAT, and behaviors), root cause analysis, and understanding of customers/shoppers/retailers and business priorities.  This role is different from other analysts (i.e., why that is not the title) because the principal must review multiple primary customer data sources from different organizations (call center, online and email survey, site interaction, shopper/member/partner feedback), and must create a robust and winning strategy for how to improve based on the analysis.  An analyst, by contrast, typically presents insights with “suggestions” on how to improve, but turns it over to other teams to create the robust strategy.  




• These decisions are a direct input into prioritization for our company objectives.  For example, the CPO directly includes this strategy as 25% of his overarching Product Prioritization initiative list.




• Like partners, such as Director of Product Management, Director of Engineering, Principal Product Manager, and the SVP of Experiential Operations, this role must strategize how to improve our service based on data.  However, this role is both broader - looking across all user segments not just member, shopper, or technology - and is singularly focused on improving the experience (Be the most trusted brand in delivery).




• Within their org, this role impacts the company more broadly with more expertise than a “senior” level strategist, who’s strategy would typically be scoped to a single user type or experience problem.  Additionally, the specific responsibility for developing strategy and making impact is equivalent to the Director of Experience Insights, but 100% focused on IC work (vs split with people and overall program management).  




• This role will establish corporate-level experience goals (Executive, VP, Dir across teams) and provide prioritized, project-level customer objectives for teams to improve experiences.  




• Sound business judgment, the ability to identify business objectives, develop and implement a business strategy on projects, and to make reliable business decisions, and the deep understanding of how experience drives business outcomes are essential.  




• In addition a Principal must be an expert in CX (Customer Experience), thus contributing to the growth and expertise of this function here at Shipt. 




• The role strategizes for the now and the future (next year roadmap planning).  The timeframe for the experience issues/problems/strategies will mainly be for a 1-2 year time horizon.




• Further, this role adds guidance and leadership to inflight projects and programs as well as drive new projects/programs that will improve the customer satisfaction experience and impact the opportunities identified.




• COMMUNICATION: The Principal will be responsible for internal communication, including influencing and driving teams to take action, negotiation of action prioritization across multiple teams, explanation of the insights, sharing insights to teams in roadshows and going deep into the details with teams to explain nuances of gaps or friction points to organization owners (VPs, Directors, ICs), product managers, engineers, user experience, marketing, site merchandising, partner, bizdev, operations, etc




• This position will work primarily with teams inside Shipt and with survey and data vendors, such as Medallia, on contract maintenance and utilization of resources.




• Clear and influential roadshows, presentations, workshops, and 1:1 work will drive common interest across the organization for a clear win-win-win outcome (customer-employee-business).  Note that often customer experience is seen as at-odds with financial metrics - this role collaborates with others across the organization to align the two, and establish a win-win strategy.




• Excellent verbal and written communicator with all levels of business leaders is a must, along with the ability to influence key business leaders in the organization.  Approaching this collaboration and influence with Shipt values is imperative to a long and well-respected partnership.




• INNOVATION: The Principal is responsible for identifying, developing and making improvements by generating new ideas from feedback and operational analytics, techniques, procedures, and inputs into new services or existing products/features. Creative and novel thinking is a must.




• The Principal will identify gaps in our Experience Insights program and would work with partners to establish new “listening posts” and processes for analyzing this incoming data.  The Principal would also work with partners to improve how the data and strategies coming from the Experience Insights and Research teams is communicated with and executed upon.




• The Principal leads Six Sigma action workshops, and facilitates cross-functional root cause analysis, process flow mapping, gap analysis, ideation, and action prioritization.  The Principal will be able to consolidate ideas to form initial business plans for business case and prioritization review sessions. 




• Original innovation is required to move existing experience gaps to customer satisfiers.  Shipt has many difficult experience problems, and every new business venture contributes new problems and opportunities.  How to have a best-in-class experience, compete in the market experience-wise, and move financial metrics with experience gains requires new creative thinking.




• The principal is a very senior IC role, so may not have direct reports.  However, they would mentor those in lower levels of the role.

• Specialized NPS, CSAT, VOC program management knowledge is required of this role.




• 10+ years of work experience in ecommerce/retail, customer service and/or loyalty 




• 7+ years of CX/VOC/CSAT/NPS program management preferred




• Must understand and execute the closed-loop process with several success stories




• Has a proven successful track record; recognized as an expert, with excellent judgment and whose projects and team have contributed significantly to the success of the business.




• Has successfully provided insights and strategies to cross-functional teams such as Product Management, Site Merchandising, Marketing, User Experience and Research, Contact Center, Business Strategy, Logistics, etc. on customer needs, trends and focus areas




• Experience with the design and use of customer research tools (e.g., Medallia, Foresee). Develop and structure tools (intercept surveys, feature-specific feedback) to collect actionable customer feedback




• Participate in A/B tests of new features to provide insight on customer experience of potential new features




• Integrate customer attitudinal perspective with behavioral and ecommerce platform metrics to identify and prioritize opportunities for improvement.




• Experience modeling the impact of customer experience improvements on customer lifetime value and associated impact on business growth and profitability




• Investigate customer pain points and identify root causes throughout the organization including: e-commerce systems, technology, logistics, merchandising and marketing, policies, people 




• Experience with digital analytic tools a plus (e.g., Adobe Analytics, Tealeaf, Akami, mPulse, Tableau)




• MBA or Master’s Degree preferred to drive change across the organization




• Net Promoter or Customer Experience Certified preferred

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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