Customer Experience Strategist

Customer Experience (CX) Strategist

The Customer Experience (CX) Strategist is a senior individual contributor responsible for identifying customer needs, behaviors, and friction across complex, omnichannel experiences and translating those insights into measurable improvements.

Partnering across Product, Sales, Operations, Customer Success, Insights, Marketing, Finance, and Technology, the CX Strategist combines journey design, customer intelligence, data analysis, and operational insight to improve engagement, retention, loyalty, and operational performance.

Success is measured by the ability to move customer insights from identification to recommendation to action to measurable impact.

Essential Duties and Responsibilities

• Customer Experience Strategy & Journey Design
  • Identify friction and opportunities across customer touchpoints, channels, products, and service models.
  • Define current- and future-state journeys incorporating people, process, policy, technology, and customer behavior.
  • Identify critical moments that influence activation, adoption, engagement, satisfaction, and retention.
  • Establish journey health measures and scalable approaches for continuous experience improvement.
• Customer Health, Retention & Engagement
  • Identify behavioral, product, operational, and experience drivers of churn, disengagement, and declining usage.
  • Develop customer health indicators that identify risk and opportunity earlier in the lifecycle.
  • Analyze activation, adoption, engagement, retention, and re-engagement trends.
  • Partner with Customer Success, Marketing, Product, and Operations to develop and measure interventions for at-risk or under-engaged customers.
• Voice of Customer & Customer Intelligence
  • Synthesize feedback from surveys, service interactions, complaints, digital channels, product usage, and frontline teams.
  • Identify emerging themes, systemic friction, and high-priority customer opportunities.
  • Establish clear ownership, actions, timelines, and measures of success for priority customer issues.
  • Maintain closed-loop measures such as Insight-to-Action Rate, Action Closure Rate, and Time-to-Action.
• Data, Insights & Operational Excellence
  • Combine customer research, behavioral data, product usage, operational data, and experience metrics such as NPS, CSAT, and CES to identify actionable insights.
  • Conduct or partner on segmentation, cohort, behavioral, and root-cause analysis.
  • Translate complex findings into clear recommendations that explain what is happening, why it matters, and what should change.
  • Identify opportunities to reduce customer effort, repeat interactions, process breakdowns, and other experience friction.
• Insight-to-Action Execution
  • Drive priority CX opportunities from discovery through recommendation, stakeholder alignment, implementation, and measurement.
  • Develop action plans with clear outcomes, owners, milestones, and success measures.
  • Lead cross-functional working teams around high-priority customer problems and opportunities.
  • Maintain a prioritized CX roadmap and escalate barriers preventing progress.
  • Measure whether implemented recommendations produce the intended customer outcomes.
• Product, Technology & Innovation
  • Partner with Product teams to inform priorities using customer insights and behavioral data.
  • Identify opportunities to leverage AI, automation, self-service, and technology to reduce customer effort and improve experiences.
  • Champion experimentation and scalable solutions that improve customer and operational outcomes.
• Cross-Functional Leadership
  • Partner across Sales, Product, Customer Success, Operations, Finance, Marketing, Insights, and Technology.
  • Influence without authority and align stakeholders around shared customer outcomes.
  • Serve as a trusted thought partner on customer strategy, experience priorities, and emerging risks.

Supervisory Responsibility

This position has no supervisory responsibilities.

Travel Requirements

Travel Requirements: Less than 25%

Education

• 4 Year/Bachelor's Degree in Business, Customer Experience, Marketing, Analytics, or related field preferred; equivalent experience considered

Experience

• 5+ years of progressive experience in Customer Experience, Customer Success, Operations, Strategy, Service Design, Analytics, or related functions preferred

Knowledge, Skills, and Abilities

• Success Measures
  • Customer retention, engagement, activation, and adoption
  • Reduction in key churn and customer friction drivers
  • NPS, CSAT, CES, and other journey health measures
  • Insight-to-Action and Action Closure rates
  • Reduction in time from insight to action
  • Percentage of priority CX opportunities with accountable owners and action plans
  • Measurable impact from implemented CX improvements
• Core Capabilities
  • Customer Journey Mapping & Service Design
  • Customer Retention & Lifecycle Strategy
  • Voice of Customer & Customer Intelligence
  • Customer Health & Behavioral Analytics
  • Omnichannel Experience Strategy
  • Root-Cause & Cohort Analysis
  • Operational & Process Excellence
  • Executive Storytelling & Stakeholder Influence
  • Cross-Functional Leadership
  • AI, Automation & Digital Experience Strategy
  • Experience improving end-to-end customer journeys across multi-channel environments
  • Demonstrated ability to translate customer and operational data into actionable insights and measurable improvements
  • Experience with customer segmentation, cohort analysis, Voice of Customer, customer health, or related disciplines
  • Demonstrated ability to lead cross-functional initiatives and drive progress without direct authority
  • Strong executive communication, storytelling, and stakeholder influence skills
  • Experience in complex, regulated, enterprise, or accessibility-focused environments a plus

Working Conditions and Physical Requirements

• Ability to sit and/or stand at a desk and work with a computer for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer component.
• Regular and predictable attendance required.

Disclaimer

This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.

Company Summary

Our MissionLeveraging the Power of Language, we connect lives and enrich the human experience.

Our VisionTo provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words.

As one of the world's leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase accessibility and inclusion through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services. Sorenson's impact vision and plan extends to enhancing generational wealth and inclusive workplaces for our employees and the communities we serve.

We achieve great things together working "The Sorenson Way" with our employee values: Customer First, Can-Do Attitude, Collective Action, Growth Mindset, Ownership, and Connect Direct.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.