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 Lets dive in.

About The Role

As our CX Strategy Associate you will be the engine behind our CX leaderships decision-making process. This isnt a passive support roleyou 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.

About us

At Factorial were building the leading business management software for companies of all sizes. Our platform centralizes key workflows across HR finance and operations freeing teams from manual processes so they can focus on what really matters: leading growing and taking care of their over 1200 employees across 7 markets we serve 700000 users and are one of Europes fastest-growing SaaS companies backed by top-tier investors and proudly headquartered in believe in bold goals radical ownership and inclusive collaboration. If youre excited to shape the future of business management technology wed love to meet you.

Our Values

• We own it: We take responsibility for every project. We make decisions not excuses.
• We learn and teach: Were dedicated to learning something new every day and above all share it.
• We partner: Every decision is a team decision. We trust each other.
• We grow fast: We act fast. We think that the worst mistake is not learning from them.

Factorial is committed to diverse talent: we welcome applicants from all backgrounds and strongly encourage people of diverse experiences and identities to apply.

We believe in inclusion: we are committed to equal opportunities and actively promote workplace inclusion of people with disabilities. If you would like to learn more about our inclusive recruitment processes you are welcome to indicate so optionally and we will share additional information with you.

Wanna learn more about us

Check our website!

Perks of being part of our team

We care about people and we also offer a lot of benefits for employees:

• High growth multicultural and friendly environment
• Alan as private health insurance
• Healthy life with Wellhub (Gyms pools outdoor classes)
• Save expenses with Cobee
• Language classes
• Breakfast in the office and organic fruit
• Nora discounts
• Free caffeine and theine
• Pet Friendly