Senior CX Strategy & Insights Leader

Sorenson Communications; Taylorsville (UT); On-site; USD 110,000 - 150,000; Full time

Job summary

Sorenson Communications seeks a senior CX Strategist to translate customer insights into measurable improvements across omnichannel experiences. You will lead journey design, voice of customer programs, and data-driven optimization partnering with Product, Sales, Operations, Marketing, and Finance.

Expect a senior, individual contributor role focusing on customer health, retention, and activation. Travel is less than 25%, with a strong emphasis on executive storytelling and cross-functional

Qualifications

• Minimum 5+ years of progressive experience in Customer Experience, Customer Success, Operations, Strategy, Service Design, Analytics, or related functions preferred.
• Bachelor's degree in Business or Analytics or related field preferred.

Responsibilities

• Identify friction and opportunities across customer touchpoints, channels, products, and service models.
• Define current- and future-state journeys incorporating people, process, policy, technology, and customer behavior.
• Identify critical moments that influence activation, adoption, engagement, satisfaction, and retention.
• Establish journey health measures and scalable approaches for continuous experience improvement.
• Identify behavioral, product, operational, and experience drivers of churn, disengagement, and declining usage.
• Develop customer health indicators that identify risk and opportunity earlier in the lifecycle.
• Analyze activation, adoption, engagement, retention, and re-engagement trends.
• Partner with Customer Success, Marketing, Product, and Operations to develop and measure interventions for at‑risk or under-engaged customers.

Skills

Customer Journey Mapping

Service Design

Customer Retention

Lifecycle Analytics

Stakeholder Influence

Education

Bachelor's degree in Business or Analytics

Job description

Sorenson Communications seeks a senior CX Strategist to translate customer insights into measurable improvements across omnichannel experiences. You will lead journey design, voice of customer programs, and data-driven optimization partnering with Product, Sales, Operations, Marketing, and Finance.

Expect a senior, individual contributor role focusing on customer health, retention, and activation. Travel is less than 25%, with a strong emphasis on executive storytelling and cross-functional