Lead Customer Experience Strategist

Fluent Health is a healthcare startup revolutionizing how customers manage their health and that of their family. We provide personalized options, credible information through trustworthy content, and absolute privacy.

To assist us in our growth journey, we are seeking a highly motivated Customer Experience Strategist to play a pivotal role in future success.

Job Description:

In this role, you will be defining the vision and roadmap for delivering exceptional customer experiences across all touchpoints to position Fluent Health as a thought leader in the healthcare space and power an organic engagement & acquisition flywheel.

Throughout our customer lifecycle, we prioritize delivery of best-in-class customer experiences, from onboarding to support, system communications and patient care.

• Develop communication strategies aligned to the long-term vision of the Fluent Health customer experience.
• Drive the product strategy and roadmap for the Fluent Health core product experience, leveraging global standards outreach mediums.
• Create unique customer journeys in the right context and suitable channels.
• Own and manage the customer experience from the first to the last point of engagement in the funnel for the Fluent Health product portfolio and serve as the consumer experience champion to the leadership team.

• Be an expert on Fluent Health products and discuss or educate on any nuance internally and externally.
• Oversee actions and workflows based on consumers' use cases and their desired outcome.
• Ensure relevant product information and content is accessible to the customer whenever needed along the customer journey.
• Help customers define their needs and manage their timeline toward seeing value.
• Plan and execute onboarding plans with our customers based on milestones and results.
• Define & build a system of evergreen content (e.g., articles, FAQs, toolbox) and resources for customers to use for education and drive rapid product adoption.
• Create repeatable and reusable processes, resources, and frameworks for onboarding customers and service providers.
• Crafting detailed playbooks and demo guidelines to coach and support Fluent Health's internal teams.
• Develop and maintain user flow diagrams, process maps, and wireframes to illustrate product workflows and architecture.
• Translate product functionality into clear, concise documentation that supports development and guides user interaction.
• Be the overall custodian of customer experience.
• Initiate customer surveys and interviews, as well as analyzing partnership and customer success data, and using these findings to recommend potential product improvements and solutions.
• Develop success plans and business dashboards that outline critical success factors including metrics for success, potential issues, and provide recommendations to help understand the impact of successful implementation.
• Develop and foster a culture of experimentation and innovation to solve core customer needs.
• Be a champion to influence investment choices that will create long-term innovation for the customer.

• At least 5 -8 years of experience working in a customer-facing industry.
• A degree in Marketing, Communications, Business Administration, Design or Analytics.
• Strong analytical skills.
• Knowledge in promoting technical products and content creation.
• Strong understanding of consumer psychology.
• Super creative mind, with an eye for design and details.
• Strong written and verbal communication skills.
• Ability to learn quickly and independently.
• Ability to organize, order, and prioritize information.
• Great interpersonal skills.
• Experience working with engineers, designers, data scientists and data analysts.
• Strong analytical skills and the ability to solve complex technical and business problems.
• Familiarity & experience with FHIR, HL7 and other compliances related to healthcare/healthtech service domain would be an added advantage.

Note: We are looking for someone who can bring innovative ideas and solutions to improve customer experience. If you have a passion for delivering exceptional customer experiences and think outside the box, we'd love to hear from you