CX Strategy & Insights Analyst
22 days ago
Salt Lake City
Job Description Come be a part of our mission and make a meaningful and positive impact with the industry leading provider of language services for the Deaf and hard-of-hearing! Full time Benefits • Paid Vacation Time and Paid Sick Time and Paid Holidays, • 401k 6% match with immediate vesting, • Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision), • TeleDoc, • HSA company match, • 3 Medical plan options including a Low Deductible PPO Medical Plan Offering, • Employee Assistance Program, • Engaged Employee Resource Groups, • Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role * Job Summary The Customer Experience (CX) Strategist is a senior individual contributor responsible for championing customer experiences across complex, omnichannel service and product ecosystems. This role partners closely with Product, Sales, Operations, Customer Success, Insights, Marketing, Finance, and Technology teams to identify friction, design scalable experience solutions, and translate insights into strategies that drive loyalty, growth, and operational performance. The CX Strategist serves as a trusted thought partner, shaping end-to-end customer experiences for high-value, complex customers by combining journey design, operational insight, data analysis, and business acumen. Essential Duties and Responsibilities Champion Customer Experience • Advocate for customer needs across initiatives to resolve complex issues, improve loyalty, and enable sustainable revenue growth., • Design experiences that support advanced workflows, compliance requirements, integrations, and high-touch servicing models., • Identify and analyze customer friction across touchpoints, channels, and service models., • Define and document current-state and future-state customer journeys, integrating people, process, policy, and technology., • Create and articulate a clear vision for ideal customer experiences across digital and non-digital channels., • Analyze experience and operational performance to identify opportunities to improve efficiency, quality, and outcomes., • Establish and refine robust processes that enable consistent, high-caliber service delivery across internal and partner teams., • Serve as a strategic thought partner in evolving customer experience models within complex product and service ecosystems., • Provide experience-driven input into service design, operating models, and support strategies for premium or enterprise-grade customers., • Analyze customer research, feedback, complaints, and experience metrics (e.g., NPS, CSAT, CES) to identify drivers of dissatisfaction and opportunity., • Work with forecasting, demand planning, and experience teams to improve forecast accuracy and operational performance., • Translate insights into story-driven strategic recommendations that influence decision-making., • Partner with Product Managers to inform roadmap prioritization using customer insights and performance data., • Collaborate with technology teams to leverage automation, AI, and platform capabilities to deliver efficient, intelligent support experiences., • Collaborate with Sales, Product, Customer Success, Operations, Finance, Marketing and Technology teams to ensure experiences exceed customer expectations., • Influence without authority, aligning stakeholders around shared experience goals and outcomes., • Customer Journey Mapping & Service Design, • Omnichannel Experience Strategy, • Operational & Process Excellence, • Research, Analytics & Insight Synthesis, • Executive Storytelling & Stakeholder Influence Supervisory Responsibility This position has no supervisory responsibilities. Travel Requirements Travel Requirements: Less than 25% Education Bachelor’s degree in Business, Customer Experience or Marketing preferred, Equivalent combination of education and relevant experience will be considered Master’s degree (MBA or related field) a plus Experience • 3+ years of progressive experience in Customer Experience, Customer Success, Operations, Strategy, Service Design, or related functions, • 3+ years leading cross-functional initiatives or enterprise-level projects, • Experience mapping and improving end-to-end customer journeys across multi-channel environments, • Demonstrated ability to translate customer insights and operational data into actionable recommendations, • Experience partnering with Product, Sales, Technology, Finance, and Operations teams, • Strong stakeholder influence skills, with ability to drive alignment without direct authority, • Experience supporting mid-market or enterprise customers preferred, • Exposure to regulated or operationally complex environments a plus Knowledge, Skills, and Abilities • Research, Analytics & Insight Synthesis, • Customer Journey Mapping & Service Design, • Omnichannel Experience Strategy, • Operational & Process Excellence, • Executive Storytelling & Stakeholder Influence, • Experience mapping and improving end-to-end customer journeys across multi-channel environments, • Demonstrated ability to translate customer insights and operational data into actionable recommendations, • Experience partnering with Product, Sales, Technology, Finance, and Operations teams, • Strong stakeholder influence skills, with ability to drive alignment without direct authority, • Experience supporting mid-market or enterprise customers preferred, • Exposure to regulated or operationally complex environments a plus Company Summary Our Mission…Harnessing the power of language, we connect diverse people 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 Employment Opportunity: Sorenson Communications is an Equal Opportunity, Affirmative Action Employer.