Customer Experience Strategist

Job Summary

Focusing on enhancing customer interactions, the full-time remote Customer Experience Strategist will manage the customer journey, implement a Voice of Customer program, and drive measurable improvements in satisfaction, loyalty, and revenue across multiple brands.

Key responsibilities

• Develop and execute strategies to improve customer satisfaction scores and reduce customer effort throughout the customer journey
• Collaborate with cross-functional teams to identify friction points and deliver actionable recommendations for enhancing customer experience
• Establish and maintain a structured Voice of Customer program to gather insights from various feedback sources

Required qualifications

• Bachelor's degree in Marketing, Business, Customer Experience, Communications, Psychology, or a related field
• Minimum years of experience in Customer Experience, Digital Experience, Marketing Strategy, UX, or Customer Insights
• Proven experience in improving customer journeys using data and customer feedback
• Strong analytical skills with the ability to interpret qualitative and quantitative data
• Experience working collaboratively with marketing, digital, and operational teams