Senior Customer Experience Strategist

Job not on LinkedIn

🔥 46 minutes ago

🇺🇸 United States – Remote

💵 $117.3k - $169k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 3%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ŌURA

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

🏭 Manufacturing

💼 Consulting

Healthcare • Manufacturing • Consulting

ŌURA is a company that produces smart rings designed to provide in-depth health metrics and insights. The Oura Ring tracks a variety of health-related data such as sleep patterns, heart rate, activity levels, and stress. It aims to help users live healthier and more productive lives through accurate biometrics tracked via a comfortable ring worn all day and night. With features that benefit women's health, heart health, and overall wellness, ŌURA rings are marketed as both technologically advanced and user-friendly devices for personal health monitoring.

📋 Description

• 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

• 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

• 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