Customer Experience Strategist

Customer Experience Strategist (Remote Role) Summary: We are seeking a strategic, data-informed, and customer-obsessed Customer Experience (CX) Strategist to design, optimize, and scale exceptional end-to-end experiences across the entire customer journey. Sitting at the intersection of customer insights, journey mapping, and operational strategy, this role is responsible for identifying friction points, shaping initiatives that drive satisfaction and loyalty, and aligning teams around a consistent, high-impact customer experience in a remote-first environment.

Success in this position looks like measurable improvements in customer satisfaction (CSAT), retention, and Net Promoter Score (NPS), along with operationalized insights that influence product, marketing, and support initiatives. This role directly enhances the company’s ability to deliver consistent, delightful experiences that drive loyalty and sustainable growth. Responsibilities: Map and optimize the end-to-end customer journey, identifying pain points, opportunities, and moments that matterGather, analyze, and synthesize voice-of-customer (VoC) insights from surveys, interviews, reviews, support interactions, and behavioral dataDefine CX metrics and KPIs (e. g.

, CSAT, NPS, CES) and establish reporting dashboards to track performance across touchpointsCollaborate cross-functionally with product, marketing, support, and operations teams to embed customer experience strategies into initiatives and campaignsDevelop and implement CX strategies that improve onboarding, engagement, support, and retentionLead qualitative and quantitative research to deeply understand customer needs, expectations, and sentimentCreate customer personas, journey maps, service blueprints, and CX playbooks to align internal teamsPartner with data and analytics teams to surface actionable trends and prioritize initiatives based on impactChampion a customer-centric mindset across the organization by facilitating CX workshops, training sessions, and feedback loopsContinuously monitor industry trends, customer feedback, and competitor strategies to refine our approachQualifications:

Bachelor’s degree in Business, Marketing, Psychology, Customer Experience, or a related field2+ years of experience in customer experience, customer success, product strategy, or customer-centric rolesStrong analytical skills with the ability to interpret customer data, sentiment, and feedback into clear insights and initiativesExperience designing and optimizing customer journeys using tools like Lucidchart, Miro, or SmaplyFamiliarity with survey platforms (e. g. , Typeform, Qualtrics), CRM systems (e. g. , HubSpot, Salesforce), and support tools (e. g.

, Zendesk, Intercom)Comfortable collaborating across departments and driving alignment on CX goals and prioritiesExcellent communication and storytelling skills, with the ability to present findings and strategies to stakeholders at all levelsDetail-oriented and process-driven, with strong organizational and project management capabilitiesExperience in a remote or distributed team environmentPreferred Qualifications: Experience working in SaaS, e-commerce, or fast-scaling digital businessesKnowledge of customer lifecycle frameworks and CX maturity modelsFamiliarity with user research, customer success metrics, and customer journey analytics toolsExperience working with cross-functional teams (e. g.

, marketing, product, ops, support) to improve lifecycle performanceAbility to influence company culture around customer empathy and service excellenceThis role is ideal for someone who’s passionate about creating seamless, human-centered experiences and turning customer insights into business results. You’ll thrive here if you love bridging the gap between data and empathy, enjoy cross-functional collaboration, and want to shape the voice of the customer at a strategic level.