Head of Consumer Experience & Retention

SiPhox Health; Boston (MA); Hybrid; USD 130,000 - 200,000; Full time

Benefits offered by this job

Stock options

Meaningful equity

Luxury gym membership (Lifetime Backay

Job summary

SiPhox Health is hiring a Head of Consumer Experience to own the end-to-end D2C customer journey. You will partner with Product, Growth, and Sales to build systems that engage and retain customers while translating feedback into product improvements.

Lead a data-driven CX org that continuously reduces churn, improves onboarding, and delivers exceptional consumer value across at-home blood testing services and related platforms.

Qualifications

• 7+ years in CX, CS, product, growth or related roles.
• Experience with D2C, subscription, digital health or consumer tech.
• Strong product instincts; partner with Eng & Product, S&M.
• Analytical with ability to use data to drive impact.

Responsibilities

• Own the end-to-end consumer journey from onboarding through advocacy.
• Map the customer lifecycle, identify friction points and opportunities.
• Develop onboarding experiences that communicate SiPhox value clearly.
• Drive retention strategies and reduce churn with targeted programs.
• Translate customer feedback into product and operational improvements.
• Collaborate with Product, Sales & Marketing to prioritize enhancements.
• Build scalable processes for onboarding, support, and retention.
• Define metrics and dashboards to reveal health of the D2C base.

Skills

Customer Experience

Data-driven

Cross-functional Leadership

Customer Research

Retention/Churn

Job description

SiPhox Health is hiring a Head of Consumer Experience to own the end-to-end D2C customer journey. You will partner with Product, Growth, and Sales to build systems that engage and retain customers while translating feedback into product improvements.

Lead a data-driven CX org that continuously reduces churn, improves onboarding, and delivers exceptional consumer value across at-home blood testing services and related platforms.