CX Strategy Associate

Job title: CX Strategy Associate

About the Role

At Factorial, the CX Strategy Associate will be the engine behind our CX leadership’s decision-making process. This role is not passive support; you will transform raw data into strategic execution, optimize operational efficiency, and align high-level business goals with daily CX realities. Your mission is to provide our CX teams with precise insights, forecasting, and OKR management to maximize customer retention, expansion, and satisfaction (CSAT & NPS).

What You'll Do

• Drive weekly (WBR) and quarterly (QBR) business reviews, delivering data-backed recommendations to senior leadership.
• Identify bottlenecks in current workflows, help teams focus on high-impact accounts, and optimize resource allocation.
• Lead the charge on driving AI adoption across the CX organization to maximize efficiency and modernize workflows.
• Partner closely with Directors, Finance, and People Ops to keep strategic initiatives and OKRs perfectly synchronized.
• Provide precise insights, forecasting, and OKR management needed to maximize retention, expansion, and CSAT/NPS.

What We're Looking For

Must-Haves:

• At least 3 years of experience in strategic consulting, business operations, or supporting leadership teams within high-speed environments.
• SaaS Savvy: 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.

Mindset & Soft Skills:

• Self-Directed: comfortable with ambiguity and able to independently drive analytical projects from concept to delivery.
• Adaptable: detail-oriented and highly organized, with resilience to shifting priorities.
• Collaborative: natural relationship-builder who works well across departments.

The Nice-to-Haves:

• Professional proficiency in Spanish.
• Demonstrable SQL capabilities (highly valued).

Compensation & Benefits

• Salary: Not disclosed.
• Benefits & Perks:
• Alan private health insurance.
• Wellhub access for gyms, pools, and outdoor classes.
• Cobee for expense savings.
• Language classes.
• Breakfast in the office and organic fruit.
• Nora discounts.
• Free caffeine and theine.
• Pet-friendly office.

About Factorial

At Factorial, we’re 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 to focus on what matters: leading, growing, and taking care of their people. With 1,200+ employees across 7 markets and 700,000+ users, we’re one of Europe’s fastest-growing SaaS companies, headquartered in Barcelona.

Values: We own it, we learn and teach, we partner, we grow fast. Factorial is committed to diverse talent and inclusive recruitment processes. If you’d like to learn more about our recruitment processes, you can indicate so optionally and we’ll share more information.