Customer Experience Strategist

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
• Outstanding Learning and Career Development Opportunities

Pay Range: Actual pay may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for incentive compensation.

* Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role *

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.
• Promote a culture of advocacy that prioritizes delighting customers and elevating experiences at every interaction.

Customer Experience Strategy & Journey Design

• 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.
• Develop and maintain a CX playbook to support scalable, repeatable experience improvements.

Operational Performance & Process Excellence

• 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.
• Partner with continuous improvement teams to remove friction and improve end-to-end execution.

Strategic Thought Partnership

• 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.
• Contribute thought leadership on experience priorities, investment areas, and future-state direction.

Data-Driven Insights & Business Case Development

• 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.
• Develop compelling business cases that articulate customer impact, business value, and prioritization rationale.

Product, Technology & Innovation Enablement

• 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.
• Champion experimentation and innovation to design scalable solutions that drive customer growth and operational efficiency.

Cross-Functional Collaboration

• 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.
• Act as a CX stakeholder on key initiatives to proactively prevent known friction points and address emerging customer issues.

Core Capabilities

• 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

• Customer Journey Mapping & Service Design
• Omnichannel Experience Strategy
• Operational & Process Excellence
• Research, Analytics & Insight Synthesis
• 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.