Senior CX Strategist — Remote, Data-Driven Impact

Ladders; United States; Remote; USD 144,000 - 169,000; Full time

Benefits offered by this job

Health insurance

Product discounts

Paid time off

Sick leave

Parental leave

Job summary

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.

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.

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.

Skills

CX strategy

Data analysis

Budgeting / ROI analysis

Project management

Executive buy-in

Problem solving

Communication

Tools

Jira

Confluence

Job description

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.