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Customer Experience Strategist Jobs (NOW HIRING)

Sorenson Communications, LLC

$72K/yr

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

Sorenson

Customer Experience Strategist

Salt Lake City, UT · On-site

$95K/yr

Job Summary The Customer Experience (CX) Strategist is a senior individual contributor responsible for identifying customer needs, behaviors, and friction across complex, omnichannel experiences and ...

Intuit

Staff Customer Experience Strategist

Tucson, AZ

$93K/yr

Reports to the GBSG Services Senior Customer Experience Manager. Locations: Mountain View, CA / San Francisco, CA / San Diego, CA / Tucson, AZ / Responsibilities Strategic Thinking & Business ...

Intuit

Staff Customer Experience Strategist

San Diego, CA · On-site

$104K/yr

Reports to the GBSG Services Senior Customer Experience Manager. Locations: Mountain View, CA / San Francisco, CA / San Diego, CA / Tucson, AZ / Responsibilities Strategic Thinking & Business ...

FAVARH

Customer Experience (CX) Strategist

Boston, MA · Remote

$107K/yr

This position combines customer experience strategy, human-centered design, facilitation, and business transformation expertise to deliver meaningful customer and business outcomes. This role is ...

FAVARH

Customer Experience (CX) Strategist

Minneota, MN · Remote

$103K/yr

This position combines customer experience strategy, human-centered design, facilitation, and business transformation expertise to deliver meaningful customer and business outcomes. This role is ...

Voya Financial, Inc.

$72K/yr

Qualifications * 10+ years of experience in customer experience, strategy, or business transformation, with a proven track record of delivering measurable results. * Expert knowledge of CX ...

Kyndryl

Senior Experience Strategist

New York, NY · On-site

$115K - $218K/yr

This role blends strategic thinking, customer empathy, and storytelling excellence to influence ... You'll gain hands-on experience, access learning opportunities across all major platforms, and the ...

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Customer Experience Strategist information

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$95.5K

$98.6K

$101K

How much do customer experience strategist jobs pay per year?

As of Sep 13, 2026, the average yearly pay for customer experience strategist in the United States is $98,649.00, according to ZipRecruiter salary data. Most workers in this role earn between $98,500.00 and $98,500.00 per year, depending on experience, location, and employer.

What is a customer experience strategist?

Customer Experience Strategists are professionals who design and implement strategies to improve the overall experience customers have with a company. They analyze customer interactions across all touchpoints, gather feedback, and use data to make recommendations for enhancing satisfaction and loyalty. Their role often involves collaborating with marketing, product, and customer support teams to ensure a seamless and positive journey for customers. By focusing on both customer needs and business goals, they help organizations build lasting relationships and drive growth.

What does a customer experience strategist do?

As a customer engagement analyst, your job is to convert marketing data into useful insights for your business. Your responsibilities include analyzing the information to gain a better understanding of the client, producing a report for other parts of the company, and providing advice for product development. The goal of your research is to acquire more information about the average consumer, help promote brand awareness, and employ a variety of techniques and approaches to gain a better understanding of the audience. The most important part of your duties is providing information that others can use, such as the best demographics for targeted advertisement.

How does a customer experience strategist typically collaborate with other departments to improve customer journeys?

Customer Experience Strategists work closely with teams across the organization—such as marketing, product development, sales, and customer support—to map and optimize customer journeys. They often facilitate workshops, gather feedback from multiple stakeholders, and use data-driven insights to recommend changes that enhance the customer experience. Regular cross-functional meetings and collaborative projects are common, ensuring that customer-centric improvements are integrated into every touchpoint. This collaborative approach not only aligns teams around shared goals but also enables a holistic view of the customer's needs and expectations.

What is the difference between Customer Experience Strategist vs Customer Service Manager?

AspectCustomer Experience StrategistCustomer Service Manager
Primary FocusDesigning and improving overall customer experience strategiesManaging daily customer service operations and team
Skills & CredentialsCustomer insights, data analysis, strategic planningLeadership, communication, conflict resolution
Work EnvironmentCross-departmental, strategic planning sessionsCustomer service teams, call centers, retail stores
Industry UsageMarketing, UX, product developmentRetail, hospitality, telecommunications

The Customer Experience Strategist focuses on developing long-term strategies to enhance overall customer satisfaction, while the Customer Service Manager oversees daily customer interactions and team management. Both roles require strong communication skills, but the strategist emphasizes data analysis and planning, whereas the manager concentrates on operational execution.

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Customer Experience Strategist jobs near you
Infographic showing various Customer Experience Strategist job openings in the United States as of September 2026, with employment types broken down into 1% As Needed, 76% Full Time, 19% Part Time, and 4% Contract. Highlights an 87% Physical, 2% Hybrid, and 11% Remote job distribution, with an average salary of $98,649 per year, or $47.4 per hour.

Customer Experience Strategist

Salt Lake City, UT • On-site

CaptionCall
Telecommunications • 1 - 5K employees
Learn more about CaptionCallexternal

$47.12 - $78.56/hr

Full-time

Posted 11 days ago

Job description

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

Experience
Minimum Years of 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.
Apply today! www.sorenson.com/company/careers/
Equal Employment Opportunity: Sorenson Communications is an EOE, Disability/Age Employer.
Company Summary
Our Mission...Leveraging the Power of Language, we connect lives and enrich the human experience.
Our Vision...To 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.

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