Senior Customer Experience Strategist

We are looking for a Senior CX Strategist to our Member Experience organization. Reporting to the Director of CX Strategy & Program Management, you will be a key driver in shaping the company's customer experience. You will play a vital role in understanding customer needs, developing effective strategies, and ensuring that the customer is at the heart of everything the member experience team does.

• →Strategic Planning and Execution - Craft comprehensive strategic plans designed to elevate the overall customer experience. Implement these plans meticulously, ensuring alignment with organizational goals and customer needs.
• →Data Analysis and Improvement - Scrutinize customer feedback and data with meticulous attention to detail. Identify key areas where improvements can be made to the customer journey. Develop and implement targeted solutions to address these identified areas, fostering a continually improving customer experience.
• →Customer Journey Mapping - Create frameworks and visualizations of the customer journey to identify touchpoints, understand interactions, and pinpoint areas for optimization.
• →Industry Research and Trend Analysis - Conduct in-depth research on industry best practices and emerging trends in the field of customer experience. Stay informed about the latest advancements and integrate relevant knowledge into CX strategies and initiatives. Follow the competition and customers, assessing opportunities and threats, and utilizing external data points to influence plans for differentiation.
• →Performance Monitoring and Reporting - Establish and maintain a robust system for tracking CX performance metrics and key performance indicators (KPIs). Generate detailed reports on CX performance, providing valuable insights into areas of success and those requiring further attention.
• →Cross-Functional Collaboration - Actively collaborate with diverse cross-functional teams, including but not limited to, product, engineering, and marketing departments. Work in synergy with these teams to integrate customer experience initiatives seamlessly into the broader organizational framework.
• →Documentation and Reporting - Create and diligently maintain comprehensive project documentation. This includes, but is not limited to, project plans, detailed timelines, and regular, up-to-date status reports. Ensure all project-related information is accurately recorded and readily accessible.
• →Drive customer-centricity - Promote a customer-focused culture within the organization by educating teams on CX principles and best practices.
• →Risk Management - Proactively identify potential risks that could impede the progress or success of CX projects. Develop and implement mitigation strategies to address these risks, ensuring projects remain on track and potential issues are minimized.

This is a remote US role with a slight preference for candidates based in the East Coast.

• 8 years of experience in strategy or customer experience, with a proven track record of driving strategic CX initiatives.
• Strong ability to analyze data, identify trends, and make data-driven decisions related to customer experience.
• Demonstrated understanding of financial concepts, investment and ROI analysis, budgeting, and forecasting and modeling techniques.
• Ability to manage projects, track progress, and ensure deliverables are met on time and within budget.
• Proven leadership or contribution to executive decision making and logical cascade to managing projects and CX initiatives.
• Lead CX strategy sessions, getting executive buy-in and addressing concerns
• Excellent problem-solving and analytical skills related to customer experience.
• Strong communication and interpersonal skills.
• Experience with project management tools (e.g., Jira, Confluence).
• Strong customer service orientation.

• Experience in consumer tech, SaaS, subscription, or digital health/wellness environments.
• Experience standing up or maturing CX analytics & reporting capabilities (dashboards, narrative reports).
• Background in management consulting, with experience structuring ambiguous problems and presenting recommendations to senior leaders
• Background in healthcare or health tech, with enough understanding of the healthcare field to engage credibly on care navigation and healthcare initiatives