Oura Senior Customer Experience Strategist at Oura drives customer experience strategy and execution. This role analyzes customer data, maps journeys, researches industry trends, and collaborates cross-functionally.
Responsibilities
Strategic Planning and Execution - Craft comprehensive strategic plans designed to elevate the overall customer experience. Implement these plans meticulously, ensuring alignment with organizational goals and customer needs.
Data Analysis and Improvement - Scrutinize customer feedback and data with meticulous attention to detail. Identify key areas where improvements can be made to the customer journey. Develop and implement targeted solutions to address these identified areas, fostering a continually improving customer experience.
Customer Journey Mapping - Create frameworks and visualizations of the customer journey to identify touchpoints, understand interactions, and pinpoint areas for optimization.
Industry Research and Trend Analysis - Conduct in-depth research on industry best practices and emerging trends in the field of customer experience. Stay informed about the latest advancements and integrate relevant knowledge into CX strategies and initiatives. Follow the competition and customers, assessing opportunities and threats, and utilizing external data points to influence plans for differentiation.
Performance Monitoring and Reporting - Establish and maintain a robust system for tracking CX performance metrics and key performance indicators (KPIs). Generate detailed reports on CX performance, providing valuable insights into areas of success and those requiring further attention.
Cross-Functional Collaboration - Actively collaborate with diverse cross-functional teams, including but not limited to, product, engineering, and marketing departments. Work in synergy with these teams to integrate customer experience initiatives seamlessly into the broader organizational framework.
Documentation and Reporting - Create and diligently maintain comprehensive project documentation. This includes, but is not limited to, project plans, detailed timelines, and regular, up-to-date status reports. Ensure all project-related information is accurately recorded and readily accessible.
Drive customer-centricity - Promote a customer-focused culture within the organization by educating teams on CX principles and best practices.
Risk Management - Proactively identify potential risks that could impede the progress or success of CX projects. Develop and implement mitigation strategies to address these risks, ensuring projects remain on track and potential issues are minimized.
This is a remote US role with a slight preference for candidates based in the East Coast.
What you'll bring
8 years of experience in strategy or customer experience, with a proven track record of driving strategic CX initiatives.
Qualification
Experience in consumer techBackground in management consultingBackground in healthcare or health tech
Preferred
Experience in consumer tech, SaaS, subscription, or digital health/wellness environments.
Experience standing up or maturing CX analytics & reporting capabilities (dashboards, narrative reports).
Background in management consulting, with experience structuring ambiguous problems and presenting recommendations to senior leaders
Background in healthcare or health tech, with enough understanding of the healthcare field to engage credibly on care navigation and healthcare initiatives
