Role DescriptionAs a Customer Insights & Strategy Manager focused on the Voice of the Customer (VOC) and Customer Experience (CXS) organization, you will translate customer feedback and satisfaction data into clear business insights that drive prioritization, investment, and operational action across the business. This role sits at the intersection of customer insights, analytics, and strategy, with a strong emphasis on connecting customer experience to measurable business outcomes such as cost, retention, and revenue impact. You’ll play a critical role in shaping how customer insights influence decisions at scale. You’ll gain exposure to senior leaders across multiple teams, build high-visibility analytical frameworks, and help define how customer experience investment is prioritized across the organization. Responsibilities - Develop and maintain frameworks that connect CSAT and VOC insights to retention, expansion, and revenue impact - Quantify cost-to-support by product area and contact channel in partnership with Support Operations - Produce quarterly, executive-ready reporting on customer experience and cost drivers - Establish and maintain an operational cadence with Global Sales team to surface, track, and prioritize customer-impacting issues - Drive CSAT survey strategy improvements, including sampling distribution, survey delivery, and measurement quality - Collaborate with VOC and cross-functional partners to inform prioritization and advocacy using prioritized impact measurements - Partner with cross-functional leaders to translate customer insights into clear recommendations and tradeoffs Requirements - 8+ years of experience in customer insights, business analytics, strategy, or operations roles within a SaaS organization - Demonstrated ability to translate qualitative customer feedback into quantitative analysis - Ability to synthesize data into clear narratives that inform prioritization and decision-making - Experience building analytical frameworks that inform prioritization or investment decisions - Experience with data analysis and reporting (e.g., SQL, Excel, BI tools) - Experience working cross-functionally with Support, CX, Operations, or Product teams - Ability to communicate complex insights clearly to senior stakeholders - Strong problem-solving skills with a bias toward action and decision enablement - Ability to lead internal change management efforts Preferred Qualifications - Familiarity with customer support metrics, cost-to-serve models, or operational analytics - Experience linking CSAT or NPS to retention, churn, or revenue outcomes - Exposure to experimentation, survey design, or customer research methods - Bachelor’s degree in a relevant field (or equivalent practical experience) CompensationIreland Pay Range €85.400—€115.600 EUR

Role DescriptionAs a Customer Insights & Strategy Manager focused on the Voice of the Customer (VOC) and Customer Experience (CXS) organization, you will translate customer feedback and satisfaction data into clear business insights that drive prioritization, investment, and operational action across the business. This role sits at the intersection of customer insights, analytics, and strategy, with a strong emphasis on connecting customer experience to measurable business outcomes such as cost, retention, and revenue impact. You’ll play a critical role in shaping how customer insights influence decisions at scale. You’ll gain exposure to senior leaders across multiple teams, build high-visibility analytical frameworks, and help define how customer experience investment is prioritized across the organization. Responsibilities - Develop and maintain frameworks that connect CSAT and VOC insights to retention, expansion, and revenue impact - Quantify cost-to-support by product area and contact channel in partnership with Support Operations - Produce quarterly, executive-ready reporting on customer experience and cost drivers - Establish and maintain an operational cadence with Global Sales team to surface, track, and prioritize customer-impacting issues - Drive CSAT survey strategy improvements, including sampling distribution, survey delivery, and measurement quality - Collaborate with VOC and cross-functional partners to inform prioritization and advocacy using prioritized impact measurements - Partner with cross-functional leaders to translate customer insights into clear recommendations and tradeoffs Requirements - 8+ years of experience in customer insights, business analytics, strategy, or operations roles within a SaaS organization - Demonstrated ability to translate qualitative customer feedback into quantitative analysis - Ability to synthesize data into clear narratives that inform prioritization and decision-making - Experience building analytical frameworks that inform prioritization or investment decisions - Experience with data analysis and reporting (e.g., SQL, Excel, BI tools) - Experience working cross-functionally with Support, CX, Operations, or Product teams - Ability to communicate complex insights clearly to senior stakeholders - Strong problem-solving skills with a bias toward action and decision enablement - Ability to lead internal change management efforts Preferred Qualifications - Familiarity with customer support metrics, cost-to-serve models, or operational analytics - Experience linking CSAT or NPS to retention, churn, or revenue outcomes - Exposure to experimentation, survey design, or customer research methods - Bachelor’s degree in a relevant field (or equivalent practical experience) CompensationCanada Pay Range $128,400—$173,700 CAD

Job Title: Director, End User Content Strategy Reports to: COO / Head of Lifecycle Marketing Location: Remote Employment Type: Contract-to-Hire Company Description: Pathstream was founded on the premise that substantial unrealized economic & human potential exists within each organization's frontline workforce. We are reshaping the way employees and managers on the frontlines excel in their careers. In this age of rapid tech evolution, our enterprise partnerships transform frontline teams from transactional to relational, from back office to middle office, and from task-oriented to strategic. We impact companies' bottom lines with improved productivity, increased retention, and differentiated quality of customer experience; employees experience the benefits of greater success in their current roles while unlocking future professional growth. The Role As Director of End User Content Strategy, you'll own the voice and content experience for the employees Pathstream serves. This is a senior individual contributor role with real scope: you'll define the content strategy, shape the creative direction, produce and manage campaigns across channels, and coordinate with contractors to bring it all to life. You'll be working at the intersection of acquisition and engagement — first helping prospective learners understand why Pathstream is worth their time, then keeping enrolled learners motivated and active throughout their programs. The audience is primarily frontline employees; the challenge is reaching them where they are and speaking to what actually matters to them. This role begins as a 6-month contract engagement with the intention to convert to full-time employment based on mutual fit. It reports to the Head of Lifecycle Marketing and works closely with the Lifecycle Marketing team, as well as Customer Success, Operations, and Coaching. In your first 30 days, you'll audit existing end-user content, establish a clear point of view on voice and strategy, and ship your first winning piece of content or media that drives measurable engagement or activation. Within six months, you've built a functioning content operation, demonstrated measurable impact on enrollment and engagement, and become the go-to person for how Pathstream talks to the learners we serve — and both sides have a clear basis for evaluating the full-time opportunity. What You'll Do - Own end user content strategy across the full funnel — from initial awareness and recruitment through program enrollment, engagement, and completion - Produce and art-direct high-quality content yourself across formats — from writing a punchy SMS to scripting and directing a 60-second video - Mine learner success stories from survey data and coaching call notes, and transform them into content that makes a real frontline employee stop scrolling — finding the human moment in an imperfect source and shaping it into something their peers can genuinely see themselves in — building and maintaining a library that scales across multiple industries, employers, and employee groups. - Develop a repeatable, scalable process for gathering, tagging, and refreshing success stories — one that can flex from employer-specific content (always the goal) down to industry-level content where needed - Direct and manage freelance contractors and creative vendors to scale production without sacrificing quality or voice - Build and maintain a content calendar that aligns with program cohort cycles, employer partner timelines, and key learner moments - Develop and maintain consistent brand voice for end user communications that is warm, motivating, and credible — distinct from B2B messaging - Test, measure, and iterate: use data to understand what drives opens, clicks, sign-ups, and sustained engagement, and apply those learnings continuously - Collaborate with employer partnership and program teams to understand learner context, employer expectations, and program-specific messaging needs - Over time, help build the playbooks and systems that make end-user marketing scalable as Pathstream grows What We're Looking For Required: - 7+ years of content strategy or content marketing experience, with demonstrated success in B2C or consumer-facing contexts - Exceptional writer with the range to work across channels and formats — email, SMS, social, video scripts, and more - Ability to extract powerful narratives from raw, unpolished source material — survey responses, coaching call notes, interview transcripts — and shape them into persona-specific content at scale - Experience writing for and directing video production — including scripting, briefing producers, and providing creative direction through the edit - Strong creative direction instincts — you can give specific, actionable feedback to designers and video producers, not just approve or reject their work - Systems thinking: you can design and manage content libraries and production workflows across a complex matrix of audiences, not just produce one-off pieces - Strong strategic instincts: you can connect content decisions to business outcomes and explain your reasoning clearly - Experience managing contractors or external creative partners, with the organizational skills to keep production on track - Comfort with data: you use performance metrics to guide decisions without needing someone else to translate the numbers for you - Ability to work cross-functionally and synthesize input from multiple stakeholders into clear, effective creative - High ownership orientation — you run toward ambiguity, set your own priorities, and follow through Nice to have: - Experience marketing to working adults, non-traditional learners, or frontline / hourly employees - Experience with audio or motion graphics production - Hands-on experience with mixed media production (video, audio, motion graphics) - Familiarity with SMS marketing platforms, email automation tools (e.g., Customer.io), and social scheduling tools Compensation & Details This role begins as a 6-month contract engagement, with the intention to convert to full-time employment based on mutual fit. Compensation during the contract period is competitive and commensurate with experience; we'll share specifics early in the process. Full-time compensation and benefits will be discussed as part of the conversion conversation. COMMITMENT TO DIVERSITY AND INCLUSION Our company values diversity and believes diverse teams make innovation possible. We work on complex, difficult problems with no linear or clear solutions. We need a diverse team that can bring different perspectives and approaches, and whose experiences reflect the full set of stakeholders we seek to serve. As such, Pathstream is an equal opportunity employer. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply. SAN FRANCISCO FAIR CHANCE ORDINANCE Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. WORK AUTHORIZATION Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

About the Role EXL is seeking a Data Strategy Engagement Lead to support high-visibility client initiatives in data strategy and governance. This leader is equally fluent in business strategy, governance and data architecture concepts, capable of translating organizational goals into actionable plans while maintaining rigorous oversight timelines, risks, and deliverable quality standards throughout the engagements. The person operates at the intersection of consulting delivery, client relationship management, and business development — using each engagement as a platform to deepen client trust and grow EXL’s footprint. Success here is measured by pull-through work and long-term strategic partnerships, not by whether a single project closed on time. These engagements typically run 6–12 weeks. Velocity matters. You need to move fast, think on your feet, and keep a team aligned and accountable without slowing down to over-engineer the process. EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com. EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers. EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration – and we’ve been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that’s unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It’s our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we’re some of the best in the business. Contact us to see how we can help you achieve your goals.