At Factorial, we are looking for a sharp, data-driven CX Strategy Associate to help take our general 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.

About The Role As our CX Strategy Associate, you will be the engine behind our CX leadership’s decision‑making process. This isn’t a passive support role—you 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.

Key Responsibilities

Strategic Insights & Reporting: Drive weekly and quarterly 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 modernise workflows.

Cross‑Functional Alignment: Partner closely with Directors, Finance, and People Ops to keep strategic initiatives and OKRs perfectly synchronised.

Your Profile Must‑Haves

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, analyse, 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.

Nice‑to‑Haves

Professional proficiency in Spanish.

Demonstrable SQL capabilities.

Mindset & Soft Skills

Self‑Directed: Comfortable with ambiguity and can independently drive analytical projects from concept to delivery.

Adaptable: Detail‑oriented and highly organised, with the resilience to thrive under shifting priorities.

Collaborative: A natural relationship‑builder who works seamlessly across various departments.

Perks

High growth, multicultural and friendly environment

Private health insurance through Alan

Healthy life with Wellhub (Gyms, pools, outdoor classes)

Save expenses with Cobee

Language classes

Breakfast in the office and organic fruit

Discounts on food vouchers

Free caffeine and tea

Pet friendly workplace

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 may indicate so and we will share additional information.

📌 CX Strategy Associate (Madrid)
🏢 Factorial
📍 Madrid