Customer Experience Strategist

Job overview

The Customer Experience Strategist role is onsite in Salt Lake City, UT. Compensation is not specified. The role supports Sorenson’s mission of using language services and technology to connect people and enrich the human experience. This senior individual contributor identifies customer needs, behaviors, and friction across omnichannel experiences, then turns insights into measurable improvements. The strategist works across functions to improve engagement, retention, loyalty, and operational performance.

What you'll do

• Identify customer journey friction and opportunities
• define current and future-state journeys
• establish journey health measures
• analyze customer health, retention, and engagement
• synthesize customer feedback and operational data
• conduct or partner on segmentation and root-cause analysis
• develop recommendations and action plans
• lead cross-functional work on priority customer problems
• maintain a prioritized CX roadmap
• measure outcomes of implemented improvements
• partner with Product on customer-informed priorities and technology opportunities.

What we're looking for

Skills & competencies

customer experience strategist

customer journey mapping

voice of customer

customer analytics

retention

omnichannel

service design

salt lake city ut

sorenson

cross-functional leadership

ai and automation

less than 25% travel

Work arrangement

• Weekend coverage required

Why this role

Senior individual-contributor role with cross-functional influence and no supervisory responsibilities; travel is listed as less than 25%.

About the employer

Sorenson is hiring for this role. Industry: Vocational Rehabilitation Services. Sector: 62.