Senior Customer Experience Strategist

Our mission at Oura is to empower every person to own their inner potential. Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. We've helped millions of people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles. Empowering the world starts with living our values and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we ensure that our team members have what they need to do their best work — both in and out of the office. We are looking for a Senior CX Strategist to our Member Experience organization. Reporting to the Director of CX Strategy & Program Management, you will be a key driver in shaping the company's customer experience. You will play a vital role in understanding customer needs, developing effective strategies, and ensuring that the customer is at the heart of everything the member experience team does. What You Will Do: 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. Strong ability to analyze data, identify trends, and make data-driven decisions related to customer experience. Demonstrated understanding of financial concepts, investment and ROI analysis, budgeting, and forecasting and modeling techniques. Ability to manage projects, track progress, and ensure deliverables are met on time and within budget. Proven leadership or contribution to executive decision making and logical cascade to managing projects and CX initiatives. Lead CX strategy sessions, getting executive buy-in and addressing concerns Excellent problem-solving and analytical skills related to customer experience. Strong communication and interpersonal skills. Experience with project management tools (e.g., Jira, Confluence). Strong customer service orientation. Nice to have: 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 Benefits At Ōura, we care about you and your well-being. Everyone here at Ōura has a ring of their own and we are continually looking to improve employee health. What we offer: Competitive salary and equity packages Health, dental, vision insurance, and mental health resources An Ōura Ring of your own plus employee discounts for friends & family 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off Paid sick leave and parental leave Ōura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the future. Region 1 $143,650 - $169,000 Region 2 $130,050 - $153,000 Region 3 $117,300 - $138,000 A recruiter can determine your Region based on your US location. We are not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), West Virginia (WV), and Wisconsin (WI). Oura is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals seeking employment at Oura are considered without regard to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics. We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment. #J-18808-Ljbffr Oura