Experience Strategist

CenterWell

1d • Remote

About The Position

The Experience Strategist is an important contributor on the CenterWell Customer Experience (CWCX) Experience Strategy & Insights team. This role helps translate customer signals into clear insights, priorities, and recommendations that inform decisions and experience improvement efforts. The strategist partners with Research Consulting Leads, VOC Insights, Analytics, Journey Transformation, and Departments to summarize insights, apply experience frameworks, support prioritization, and embed customer perspectives in decision-making. The focus is on applying insights, structuring problems, and ensuring action, centering on understanding what matters most, why it matters, and where to act. Key areas include Insights Synthesis & Application, Experience Strategy, Measurement Frameworks & Decision Enablement, and Cross-Functional Collaboration.

Requirements

• 3-5 years of experience in experience strategy, consulting, customer insights, CX analytics, or human-centered research.
• Bachelor's degree in social science, psychology, anthropology, human factors, market research, business, or related field.
• Experience with synthesis, problem-structuring, and storytelling skills.
• Proficiency in light data analysis and visualization.
• Experience linking customer experience insights to outcomes and metrics.
• Working knowledge of CX measurement approaches (e.g., NPS, CSAT, or journey-level metrics).

Nice To Haves

• Experience in healthcare, payer, provider, pharmacy, or regulated service environments.
• Familiarity with VOC ecosystems, insight governance models, and CX frameworks.
• Experience supporting enterprise or portfolio-level prioritization.

Responsibilities

• Support synthesis of VOC data, research findings, journey insights, operational metrics, and secondary research inputs into clear themes and possible effects.
• Translate customer and market signals into structured insights that help clarify what matters most, where experience gaps exist, and why they matter.
• Create experience summaries, opportunity statements, and insight narratives tailored to business and CX partners.
• Contribute to CX reporting and insight readouts by turning inputs into clear takeaways.
• Apply experience and prioritization frameworks (e.g., desirability / feasibility / viability, moments that matter) to help structure experience problems.
• Support opportunity identification and prioritization efforts by organizing inputs, documenting assumptions, and summarizing trade-offs.
• Help connect customer experiences to outcomes, risks, and strategic goals.
• Represent experience considerations in planning and strategy discussions.
• Uphold experience measurement and learning efforts by helping define hypotheses, success metrics, and learning agendas.
• Support the definition, socialization, and maintenance of experience measurement frameworks that connect customer outcomes to operational and financial performance.
• Ensure prioritization decisions by clarifying trade-offs, risks of inaction, and potential value creation.
• Instill confidence in decisions by identifying evidence gaps and recommending the right level of insight investment.
• Work with partners (within CWCX and across BUs) to assess desirability, viability, and feasibility when evaluating experience opportunities.
• Support development of prioritized CX portfolios and roadmaps in consideration of business strategy.
• Collaborate with Journey Transformation teams by providing insight context, customer needs, and priority signals to inform design and implementation work.
• Work with VOC and Analytics partners to understand available data, gaps, and confidence levels.
• Support partner meetings and working sessions through preparation, documentation, and synthesis of outcomes.
• Help ensure continuity of insights as work moves across CX teams and into Departments.

Benefits

• Medical benefits
• Dental benefits
• Vision benefits
• 401(k) retirement savings plan
• Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• Short-term disability
• Long-term disability
• Life insurance
• Bonus incentive plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level