Customer Experience Strategist

Come be a part of our mission and make a meaningful and positive impact with the industry leading provider of language services for the Deaf and hard-of-hearing!

• Paid Vacation Time and Paid Sick Time and Paid Holidays
• 401k 6% match with immediate vesting
• Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision)
  • Tele Doc
  • HSA company match
  • 3 Medical plan options including a Low Deductible PPO Medical Plan Offering
• Employee Assistance Program
• Engaged Employee Resource Groups
• Outstanding Learning and Career Development Opportunities

Pay Range: Actual pay may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for incentive compensation.

* Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role *

• Advocate for customer needs across initiatives to resolve complex issues, improve loyalty, and enable sustainable revenue growth.
• Design experiences that support advanced workflows, compliance requirements, integrations, and high-touch servicing models.
• Promote a culture of advocacy that prioritizes delighting customers and elevating experiences at every interaction.

• Identify and analyze customer friction across touchpoints, channels, and service models.
• Define and document current-state and future-state customer journeys, integrating people, process, policy, and technology.
• Create and articulate a clear vision for ideal customer experiences across digital and non-digital channels.
• Develop and maintain a CX playbook to support scalable, repeatable experience improvements.

• Analyze experience and operational performance to identify opportunities to improve efficiency, quality, and outcomes.
• Establish and refine robust processes that enable consistent, high-caliber service delivery across internal and partner teams.
• Partner with continuous improvement teams to remove friction and improve end-to-end execution.

• Serve as a strategic thought partner in evolving customer experience models within complex product and service ecosystems.
• Provide experience-driven input into service design, operating models, and support strategies for premium or enterprise-grade customers.
• Contribute thought leadership on experience priorities, investment areas, and future-state direction.

• Analyze customer research, feedback, complaints, and experience metrics (e.g., NPS, CSAT, CES) to identify drivers of dissatisfaction and opportunity.
• Work with forecasting, demand planning, and experience teams to improve forecast accuracy and operational performance.
• Translate insights into story-driven strategic recommendations that influence decision-making.
• Develop compelling business cases that articulate customer impact, business value, and prioritization rationale.

• Partner with Product Managers to inform roadmap prioritization using customer insights and performance data.
• Collaborate with technology teams to leverage automation, AI, and platform capabilities to deliver efficient, intelligent support experiences.
• Champion experimentation and innovation to design scalable solutions that drive customer growth and operational efficiency.

• Collaborate with Sales, Product, Customer Success, Operations, Finance, Marketing and Technology teams to ensure experiences exceed customer expectations.
• Influence without authority, aligning stakeholders around shared experience goals and outcomes.
• Act as a CX stakeholder on key initiatives to proactively prevent known friction points and address emerging customer issues.

• Customer Journey Mapping & Service Design
• Omnichannel Experience Strategy
• Operational & Process Excellence
• Research, Analytics & Insight Synthesis
• Executive Storytelling & Stakeholder Influence

This position has no supervisory responsibilities.

Travel Requirements:
Less than 25%

Bachelor's degree in Business, Customer Experience or Marketing preferred, Equivalent combination of education and relevant experience will be considered

Master's degree (MBA or related field) a plus

• 3+ years of progressive experience in Customer Experience, Customer Success, Operations, Strategy, Service Design, or related functions
• 3+ years leading cross-functional initiatives or enterprise-level projects
• Experience mapping and improving end-to-end customer journeys across multi-channel environments
• Demonstrated ability to translate customer insights and operational data into actionable recommendations
• Experience partnering with Product, Sales, Technology, Finance, and Operations teams
• Strong stakeholder influence skills, with…