Senior Customer Experience Strategist

Ladders; United States; Remote; USD 144.000 - 169.000; Vollzeit

Benefits dieser Stelle

Health insurance

Product discounts

Paid time off

Sick leave

Parental leave

Zusammenfassung

The Ladders is seeking a Senior Customer Experience Strategist to join the team as a remote leader in healthcare. You will shape a comprehensive CX strategy, map journeys, analyze feedback, and partner with executives to drive measurable improvements.

You will work cross-functionally, own key touchpoints, monitor metrics, and advocate a customer-centric culture while delivering ROI through thoughtful initiatives.

Qualifikationen

• 8 years of experience in strategy or customer experience with a proven track record in CX initiatives.
• Strong analytical skills to identify trends and make data-driven decisions.
• Understanding of financial concepts, including budgeting and ROI analysis.
• Project management skills to track progress and ensure timely deliverables.
• Experience leading CX strategy sessions and gaining executive buy-in.
• Excellent problem-solving and analytical skills related to customer experience.
• Strong communication and interpersonal skills.
• Familiarity with project management tools like Jira and Confluence.

Aufgaben

• Craft and execute strategic plans to enhance customer experience.
• Analyze customer feedback and data to identify improvement areas.
• Map customer journeys to visualize interactions and optimize touchpoints.
• Conduct research on industry trends and best practices in customer experience.
• Monitor CX performance metrics and generate insightful reports.
• Collaborate with cross-functional teams to integrate CX initiatives.
• Maintain comprehensive project documentation and status reports.
• Promote a customer-centric culture within the organization.

Kenntnisse

CX strategy

Data analysis

Budgeting / ROI analysis

Project management

Executive buy-in

Problem solving

Communication

Tools

Jira

Confluence

Jobbeschreibung

For our client, we are seeking a Senior Customer Experience Strategist to join the team of a leader in the Healthcare space.

This role will shape and execute a customer experience strategy that improves how people interact with the organization across key touchpoints. You will use customer feedback, journey mapping, and performance data to identify opportunities that strengthen engagement, service quality, and overall experience. The position partners closely with cross-functional teams and leadership to build a more customer-centric culture while driving measurable improvements.

Location: Remote

Compensation: $143,650 - $169,000 annually

Responsibilities

• Craft and execute strategic plans to enhance customer experience
• Analyze customer feedback and data to identify improvement areas
• Map customer journeys to visualize interactions and optimize touchpoints
• Conduct research on industry trends and best practices in customer experience
• Monitor CX performance metrics and generate insightful reports
• Collaborate with cross-functional teams to integrate CX initiatives
• Maintain comprehensive project documentation and status reports
• Promote a customer-centric culture within the organization

Qualifications

• 8 years of experience in strategy or customer experience with a proven track record in CX initiatives
• Strong analytical skills to identify trends and make data-driven decisions
• Understanding of financial concepts, including budgeting and ROI analysis
• Project management skills to track progress and ensure timely deliverables
• Experience leading CX strategy sessions and gaining executive buy-in
• Excellent problem-solving and analytical skills related to customer experience
• Strong communication and interpersonal skills
• Familiarity with project management tools like Jira and Confluence

Benefits

• Health, dental, vision insurance, and mental health resources
• A consumer product for personal use plus discounts for friends and family
• 20 days of paid time off, 13 paid holidays, and 8 days of flexible wellness time off
• Paid sick leave and parental leave

Our client is an equal opportunity employer. We encourage you to apply even if you don't meet every qualification - your background could be exactly what this team needs.