Customer Experience Strategist

Customer Experience Strategist (Finance)

We're looking for a senior-level Customer Experience (CX) Strategist to advance our customer journey initiatives and turn insights into action. In this role, you will serve as the journey management practice lead
, driving customer listening programs, establishing consistent enterprise‑ready journey maps and service blueprints, and translating feedback into clear, prioritized improvements that reduce friction and enhance end‑to‑end experiences for policyholders, agents, and claimants.

Full‑time Customer Experience Strategist position in Oklahoma City, OK with a hybrid work schedule (3 days in office, 2 days remote). Competitive annual salary target of $100,000 and a comprehensive benefits package including:

• Free employee medical, dental, vision, life, and disability insurance
• Company match 401(k) with immediate vesting
• Annual performance‑based merit increases and incentive bonus
• Generous paid time off, wellness leave, holidays, and more
• Stimulating work environment with complimentary drinks and snacks

The CX Strategist elevates the voice of the customer and turns qualitative and quantitative feedback into operational decisions, roadmaps, and measurable outcomes. This function operates with a high degree of autonomy and partners across the organization to drive end‑to‑end CX improvements.

• Own the Journey: Establish and maintain enterprise journey maps and service blueprints to identify friction points and moments that matter.
• Drive Strategy: Lead workshops and facilitation sessions to diagnose customer pain points and prioritize experience enhancements with cross‑functional partners (including Operations, Underwriting, Billing, and Claims).
• Be the Voice of the Customer (VoC): Manage listening channels and translate qualitative and quantitative feedback into concise, actionable insight briefs for leaders.
• Measure Success: Develop and maintain CX dashboards and trend reports to track metrics, root causes, and the impact of improvements.
• Scale the Practice: Deliver enablement assets, such as training and playbooks, to align and accelerate adoption of CX methods across the organization.
• Optimize Systems: Manage and enhance customer feedback systems, analytics tools, and survey technologies to ensure reliable data signals.
• 4–7 years of experience in CX, Customer Success, Marketing Analytics, or related roles.
• Bachelor's degree in Business, Marketing, Communications, CX, or related field required. (An equivalent combination of an additional 4 years relevant experience may be considered in lieu of a degree.)
• Must have experience with Journey Mapping and translating qualitative and quantitative feedback into insights and action.
• Strong analytical judgment, storytelling, and facilitation skills; able to move from data to decisions with clarity and speed.
• Organized and detail‑oriented, with light project management experience and the ability to juggle multiple priorities.
• Ownership mindset with a collaborative working style; proven ability to reduce silos and align teams around customer outcomes.
• Bonus:
  Experience in insurance, healthcare, or other regulated industries.

Ready to help make every moment matter for our customers? Apply today.