Head of Consumer ; blood testing

Head of Consumer Experience;
Home blood testing at SiPhox Health (S20)

$130K - $200K

At-Home health monitoring with silicon photonic chips for data centers

Boston, MA, US / Remote (US) Full-time US citizen/visa only 6+ years

Wearable and At-Home protein monitoring with silicon photonic chips

About the role

About SiPhox Health

SiPhox Health is building the leading home testing platform for biomarkers across inflammation, hormones, and metabolic and cardiovascular health. Six in ten Americans live with a chronic disease, and our mission is to make early detection possible from home.

We operate two business lines, both scaling quickly:

1. Mail-in blood testing:
Growing more than 50% quarter over quarter, and the most comprehensive and highly rated at-home blood testing available today.

2. At-home blood testing device:
Planned launch in 2027. Our chip-based module combines biochemistry with integrated photonics, electronics, and microfluidics, protected by more than 50 patents.

SiPhox is an MIT startup backed by Tier I investors including Y Combinator, Khosla Ventures, and Intel Capital.

The Role

As Head of Consumer Experience, you will own the end-to-end D2C customer experience and help build the systems, insights, and product experiences that drive long-term consumer engagement and retention.

This role sits at the intersection of Customer Experience, Product, Growth, Retention, and Relationship Management. You will be responsible for deeply understanding our consumers, identifying friction throughout the customer journey, and working cross-functionally to create experiences that make customers successful, engaged, and loyal to SiPhox.

You will serve as the internal voice of the consumer and partner closely with Engineering & Engineering, Sales & Marketing, and G&A to ensure that customer feedback directly informs product development and business strategy.

The ideal candidate is highly customer-centric but also deeply analytical. You understand that strong customer retention is built by consistently delivering value, creating meaningful and seamless consumer experiences, and building products that customers want to continue using over time. You are passionate about understanding what drives long-term engagement and loyalty, and translating those insights into experiences and product improvements that strengthen the consumer relationship throughout their health journey.

Responsibilities:

Own the End-to-End Consumer Journey

• Own and continuously improve the full D2C customer lifecycle, from purchase and onboarding through engagement, retention, renewal, and advocacy.
• Map the complete customer journey and identify friction points, drop-off moments, and opportunities to improve the experience.
• Develop a best-in-class onboarding experience that helps consumers quickly understand the value of SiPhox and successfully begin their health journey.
• Create thoughtful customer touchpoints throughout the lifecycle to ensure consumers remain engaged and understand the value they are receiving.

Drive Retention and Reduce Churn

• Develop and execute strategies to improve consumer retention and minimize churn.
• Identify the key drivers of customer churn and develop proactive strategies to address them.
• Build customer segmentation and lifecycle strategies based on behavior, engagement, needs, and risk of churn.
• Develop proactive outreach and engagement strategies for customers who may be at risk of disengaging.
• Continuously test and improve retention initiatives, customer communications, and product experiences.
• Establish clear retention and engagement metrics and regularly report insights and opportunities to leadership.

Be the Voice of the Customer

• Build strong systems for collecting, synthesizing, and acting on customer feedback.
• Develop a deep understanding of consumer needs, motivations, pain points, and expectations.
• Bring customer insights directly to Engineering & Product, Sales & Marketing, and leadership.
• Ensure that recurring customer issues and requests are translated into actionable product and operational improvements.
• Conduct customer interviews, analyze qualitative feedback, and identify emerging trends and opportunities.

Partner Closely with Product and Sales & Marketing

• Work closely with Product and S&M to improve the consumer product experience.
• Help prioritize product improvements based on customer feedback, friction points, and business impact.
• Contribute to product roadmap discussions and advocate for the consumer perspective.
• Identify opportunities to…