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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in crafting and implementing strategic customer experience initiatives, utilizing data analysis to drive improvements and optimize customer journeys. Proven ability to lead cross-functional collaboration and manage projects effectively while maintaining a strong customer service orientation.
Highest-signal resume keywords
Customer Experience StrategyData Analysis and Decision MakingProject ManagementLeadership in Executive Decision MakingCX Performance Metrics Tracking
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Strategic PlanningCustomer Journey FrameworksCX Performance ReportingFinancial ConceptsBudgeting and ForecastingData-Driven Decision MakingCX AnalyticsProblem-SolvingTrend IdentificationRisk Mitigation
Soft Skills
Strong CommunicationInterpersonal SkillsCustomer Service OrientationCollaborationEducating Teams
Tools & Technologies
JiraConfluence
Industry Keywords
Consumer TechSaaSDigital HealthHealth TechManagement Consulting
About the role
Key responsibilities & impact- Craft and implement comprehensive strategic plans to elevate the overall customer experience
- Analyze customer feedback and data to identify journey improvements and implement targeted solutions
- Create customer journey frameworks and visualizations to identify touchpoints and optimization opportunities
- Research industry best practices, emerging trends, competitors, and customers to inform differentiated CX strategies
- Establish and maintain systems for tracking CX performance metrics and KPIs
- Generate detailed CX performance reports with insights into successes and improvement areas
- Collaborate with product, engineering, marketing, and other cross-functional teams
- Maintain project plans, timelines, documentation, and status reports
- Promote a customer-focused culture by educating teams on CX principles and best practices
- Identify project risks and implement mitigation strategies
- Report to the Director of CX Strategy & Program Management
Requirements
What you’ll need- 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
- This is a remote US role; candidates must reside in the United States
- Candidates must not reside in Alaska, Delaware, Iowa, Mississippi, Nebraska, South Dakota, West Virginia, or Wisconsin
- Nice-to-have experience in consumer tech, SaaS, subscription, or digital health/wellness environments
- Nice-to-have experience standing up or maturing CX analytics and reporting capabilities
- Nice-to-have management consulting background
- Nice-to-have healthcare or health tech background
Benefits
Comp & perks- Competitive salary and equity packages
- Health, dental, vision insurance, and mental health resources
- An Ōura Ring of your own plus employee discounts for friends & family
- 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
- Paid sick leave and parental leave