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Customer Experience Strategy Lead


Gusto was built to partner with small businesses to create a world where work empowers a better life. By making the most complicated business tasks simple and personal, Gusto is reimagining payroll, benefits and HR for modern companies.

The CX Strategy team helps set, drive, and execute on strategic & operational priorities for our best-in-class CX org, such as strategic planning, operating cadence, special projects, and cross-functional collaboration. We travel forward in time to understand the “whats” and “hows” of exceptional service and customer experience and then return to the present to define how we’ll get there.  As the leader of this team, you will craft and deliver strategy, operationalize new initiatives, and partner closely with our EPD leadership team and collaborate cross functionally. 

You’ll be responsible for defining, building and delivering a best-in-class customer experience strategy for Gusto.

You and your team will be expected to know CX, our business model, and our customers intimately and define and communicate clear, differentiated, and transformational initiatives that drive business outcomes. You’ll be customer-obsessed, strategic, detail-oriented, and highly creative.

This role requires a strong people leader, with a passion for building, developing, and transforming a team. It’s essential that you’re a leader that can build, develop, and lead teams that operate autonomously and effectively.

If you have the right combination of customer obsession, business acumen, and leadership ability, and are interested in helping us to empower Gusto to perfect the customer experience, we’re looking for you.

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 100,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy [1]. 

Here’s what you’ll do day-to-day:

  • Lead our CX strategy analysts
  • Develop our customer experience strategy and deliver on that strategy as we scale to wow our customers.
  • Serve as strategic thought partner and leader for the CX leadership team
  • Hypothesis-driven problem solving for CX’s biggest puzzles
  • Run operational cadence and planning rhythms to ensure our EPD teams are aligned towards top company objectives
  • Develop and manage project plans for CX and company-wide initiatives
  • Provide business insights and recommendations based on data that will drive our strategy

Here’s what we're looking for:

  • 5+ years experience in product operations, product specialist, or a similar role partnering with Product; as well as front-line customer service experience
  • Experience leading a team
  • Demonstrated success leading project management teams and managing complex cross-functional projects.
  • Detail orientation and organization, with the ability to also see the forest from the trees. .
  • An aptitude for solving unstructured problems and an eagerness to learn and grow. 
  • Thrives in fast-paced, get-stuff-done environments and can easily juggle multiple priorities and projects
  • Strong analytical mindset to collect and interpret data to solve problems and influence critical decisions
  • Executive written and verbal communication; ability to tailor written content to different audiences to effectively influence and bring key stakeholders across functions together
  • A passion for helping small business owners, a strong sense of product and customer experience

Our cash compensation amount for this role is targeted at $126,000-$159,000/yr in Denver. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations@gusto.com. 

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  1. https://gusto.com/about/careers/total-rewards

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