Senior Customer Experience Strategist

Ōura

3d • $117,300 - $169,000 • Remote

About The Position

Oura is seeking a Senior CX Strategist to join its Member Experience organization and help shape the company's customer experience. Reporting to the Director of CX Strategy & Program Management, this role focuses on understanding customer needs, developing effective strategies, and keeping the customer at the center of the member experience organization. The position is remote within the United States, with a slight preference for East Coast candidates. Applicants residing in Alaska, Delaware, Iowa, Mississippi, Nebraska, South Dakota, West Virginia, and Wisconsin are not being considered.

The strategist will develop and execute customer experience plans aligned with organizational goals, analyze customer feedback and performance data, map customer journeys, research industry trends and competitors, monitor CX metrics, and report on performance. The role also partners with product, engineering, marketing, and other teams to incorporate CX initiatives into broader organizational work; maintains project documentation; promotes customer-centric practices; and identifies and mitigates project risks.

Oura offers competitive salary and equity packages, insurance and mental health resources, an Oura Ring and employee discounts, paid time off and holidays, flexible wellness time off, paid sick leave, and parental leave. Salary ranges vary by US region: Region 1, $143,650–$169,000; Region 2, $130,050–$153,000; Region 3, $117,300–$138,000.

Requirements

• At least 8 years of experience in strategy or customer experience, with a record of driving strategic CX initiatives.
• Ability to analyze data, identify trends, and make data-driven customer experience decisions.
• Understanding of financial concepts, investment and ROI analysis, budgeting, and forecasting and modeling techniques.
• Ability to manage projects, track progress, and deliver on time and within budget.
• Experience contributing to or leading executive decision-making and translating decisions into projects and CX initiatives.
• Excellent customer-experience problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Experience with project management tools such as Jira and Confluence.
• Strong customer service orientation.

Nice To Haves

• Experience in consumer technology, SaaS, subscription, or digital health and wellness environments.
• Experience establishing or maturing CX analytics and reporting capabilities, including dashboards and narrative reports.
• Management consulting background, including structuring ambiguous problems and presenting recommendations to senior leaders.
• Healthcare or health technology background, with sufficient knowledge to engage credibly on care navigation and healthcare initiatives.

Responsibilities

• Craft and execute comprehensive strategic plans to improve the customer experience, aligning them with organizational goals and customer needs.
• Analyze customer feedback and data, identify opportunities to improve the customer journey, and develop and implement targeted solutions.
• Create customer journey frameworks and visualizations to identify touchpoints, understand interactions, and find opportunities for optimization.
• Research industry best practices and emerging CX trends, monitor competitors and customers, assess opportunities and threats, and use external data to inform differentiation.
• Establish and maintain systems for tracking CX performance metrics and KPIs, and prepare reports that highlight successes and areas requiring attention.
• Collaborate with cross-functional teams, including product, engineering, and marketing, to integrate CX initiatives into broader organizational work.
• Create and maintain project documentation, including project plans, timelines, and status reports.
• Promote customer-centricity by educating teams on CX principles and best practices.
• Identify risks to CX projects and develop and implement mitigation strategies.
• Lead CX strategy sessions, obtain executive buy-in, and address concerns.

Benefits

• Competitive salary and equity packages.
• Health, dental, and vision insurance, and mental health resources.
• An Oura Ring and employee discounts for friends and family.
• 20 days of paid time off, 13 paid holidays, and 8 days of flexible wellness time off.
• Paid sick leave and parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed