Member Experience Architect, Oura
$104-156k
Salary dependent on location + Equity
More information about location
Health monitoring smart ring
Be an early applicant
Health monitoring smart ring
501-1000 employees
Be an early applicant
$104-156k
Salary dependent on location + Equity
More information about location
501-1000 employees
Company mission
Oura's mission is to make health a daily practice.
Role
Who you are
- Strong ability to analyze data, identify trends, and make data-driven decisions related to customer experience
- 10+ years of experience in strategy or customer experience, with a proven track record of driving strategic CX initiatives
- Demonstrated understanding of financial concepts, investment and ROI analysis, budgeting, and forecasting and modeling techniques
- Ability to manage projects, track progress, and ensure deliverables are met on time and within budget
- Proven leadership or contribution to executive decision making and logical cascade to managing projects and CX initiatives
- Lead CX strategy sessions, getting executive buy-in and addressing concerns
- Excellent problem-solving and analytical skills related to customer experience
- Strong communication and interpersonal skills
- Experience with project management tools (e.g., Google Sheets, project management software)
- Strong customer service orientation
What the job involves
- As the CX Strategist reporting to the Head of CX Strategy & Program Management, you will be a key driver in shaping a company's customer experience
- You will play a vital role in understanding customer needs, developing effective strategies, and ensuring that the customer is at the heart of everything the member experience team does
- Strategic Planning and Execution - Craft comprehensive strategic plans designed to elevate the overall customer experience. Implement these plans meticulously, ensuring alignment with organizational goals and customer needs
- Data Analysis and Improvement - Scrutinize customer feedback and data with meticulous attention to detail. Identify key areas where improvements can be made to the customer journey. Develop and implement targeted solutions to address these identified areas, fostering a continually improving customer experience
- Customer Journey Mapping - Create frameworks and visualizations of the customer journey to identify touchpoints, understand interactions, and pinpoint areas for optimization
- Industry Research and Trend Analysis - Conduct in-depth research on industry best practices and emerging trends in the field of customer experience. Stay informed about the latest advancements and integrate relevant knowledge into CX strategies and initiatives. Follow the competition and customers, assessing opportunities and threats, and utilizing external data points to influence plans for differentiation
- Performance Monitoring and Reporting - Establish and maintain a robust system for tracking CX performance metrics and key performance indicators (KPIs). Generate detailed reports on CX performance, providing valuable insights into areas of success and those requiring further attention
- Cross-Functional Collaboration - Actively collaborate with diverse cross-functional teams, including but not limited to, product, engineering, and marketing departments. Work in synergy with these teams to integrate customer experience initiatives seamlessly into the broader organizational framework
- Documentation and Reporting - Create and diligently maintain comprehensive project documentation. This includes, but is not limited to, project plans, detailed timelines, and regular, up-to-date status reports. Ensure all project-related information is accurately recorded and readily accessible
- Drive customer-centricity - Promote a customer-focused culture within the organization by educating teams on CX principles and best practices
- Risk Management - Proactively identify potential risks that could impede the progress or success of CX projects. Develop and implement mitigation strategies to address these risks, ensuring projects remain on track and potential issues are minimized
Our take
As smart watches with health and wellbeing monitoring functions are now an everyday norm, Oura is offering similar wearable technology with its series of rings. It’s one of a number of companies gaining serious traction in the market, along with the likes of Circular and Movano.
The company gained an early profile after its collaboration with Gucci which created mainstream publicity and may have given it a leg up on the competition. With the smart ring market forecast to keep growing, Oura certainly finds itself in a promising position as it moves to build out its operations and refine the product.
The bottom line for Oura will be customer satisfaction and demand, which does make its mixed reviews so far a little troubling. That said, the announcement of its new "Circles" social feature, on top of an integration with InsideTracker and acquisition of "wave to pay" company Proxy, all look set to increase the functionality of the ring and could well win more consumers over.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Dec 2024
$125m
SERIES D
Nov 2024
$75m
SERIES D
Total funding: $354.7m
Company benefits
- Beautiful workspaces in San Francisco by Pier 31, Oulu and Helsinki (Finland)
- Amazing culture of collaborative and passionate coworkers
- Wellness benefits
- An Oura Ring of your own
- Personal learning & development budget of 750 USD/EUR
- Unlimited course offerings from Coursera
- Five (5) total days of work time to devote to employee development training
- Equity
- Health, dental, and vision insurance
- 20 days of PTO
Company HQ
Linnanmaa, Oulu
Leadership
Tom Hale
(CEO, Not Founder)Seasoned senior board member and advisor at multiple high growth companies including Cars.com, Volara, and HomeAway.
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