Director, Experience Design

Director, Customer Experience Design

Are you bready* to build for success?

At Toast, we are passionate about creating raving fans and delivering an unparalleled customer experience. And we see the service and support our team provides to customers as a key differentiator in the market and a point of pride. As Toast continues to grow - offering new products, serving new customer types & segments, expanding to new geographies - we must continue to innovate on that customer experience and the level, type and modes of support we provide.

As the Director, Customer Experience Design you will play a critical role in designing ongoing improvements (via either transformation/reinvention or optimization) to the Toast customer experience. Toast is a rapidly growing company and as more locations join the platform, we must look at how the experience of those customers can scale efficiently. This role will help shape the way in which we deliver a relevant, intuitive customer experience to meet our customers where they are, remove known sources of pain, and drive business outcomes through a differentiated customer experience. 

In this role, you will apply a human-centered design approach to create impactful and reimagined journeys in an integrated way. You will work to ensure that we’re aligned to the highest value opportunities to not only improve our customer experience but to drive business outcomes as well. You use your strong analytical thinking skills to balance evolving technologies with practicality and viability; leading the team to realize highly usable and sustainable design strategies. 

This is a new role, reporting to the Senior Director, Customer Experience Strategy & Analytics, and is a high priority, high visibility position in the Customer Success organization. You will be part of a small team of high-impact individuals shaping the future customer experience and journey across all customer segments at Toast. 

About this roll*:  

• Establish a deep understanding of any given problem space through synthesis of existing research, relevant business and behavioral data, and self-led qualitative research to synthesize learnings into actionable insights and tangible artifacts (e.g. personas, customer journey maps, process maps)
• Plan and lead ideation workshops with cross-functional partners to define and shape feasible and coordinated solutions 
• Envision and conceptualize new customer journeys and experiences and bring them to life through creative storytelling
• Work collaboratively with cross-functional departments to successfully influence teams to think and operate in new ways to achieve the desired new customer experience 
• Guide project execution, reduce obstacles to completion, and ensure initiatives meet committed timelines
• Manage, coach and develop direct reports to build a sustainable and best in class Experience Design practice at Toast 

Do you have the right ingredients*?

• 10+ years of relevant experience
• Mastery of a range of experience design capabilities (e.g. qualitative and quantitative research, service design, human centered design, UX design, journey mapping, workshop facilitation)
• A passion for improving the customer experience, solving problems, and leading collaboration across teams
• Proven track record of leading complex cross-functional workstreams to collaborate, co-create and build new customer experiences 
• Proven track record with all parts of the design process, from early-stage insights gathering, to strategy definition, concepting, and prototyping
• Proficiency with common collaboration and prototyping tools (e.g., Figma, Miro)
• Excellent communication, presentation and collaboration skills
• A highly ambitious and entrepreneurial spirit with the ability to thrive in a dynamic and fast-paced environment