Customer Experience Strategist

Who You Are

You have Heart for Service

We provide extraordinary service to our customers, coworkers, and our community by going out of our way to appreciate and support them.

You are Curious

We create products that help our customers listen and be curious, and we ourselves are curious. We strive to understand our customers’ business problems and the solutions delivered with our software.

You Find a Way

We help our customers and employees succeed by finding solutions to their problems. We have a can-do attitude and we do what we say we will do. 

About Alchemer

Founded in 2006, Alchemer is a powerful survey and data insights platform that empowers business professionals to make informed decisions. As SaaS application software, it offers user-friendly data collection tools for understanding customers, markets, and employees in real time and communicating this information across an organization. It provides data insights in over 205 countries, with 50K new surveys created and 5M responses collected every week.

Alchemer has tremendous opportunity to continue this growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine. Details on Alchemer’s products and services can be found on our website (www.Alchemer.com).

What You Will Do

Alchemer is looking for a strategic and customer-centric Customer Experience (CX) Strategist to lead the development and implementation of CX strategies both internally and for Alchemer’s customers. This hybrid role plays a key part in shaping the end-to-end experience across the customer journey while also providing expert CX consulting as part of our service offerings. 

The ideal candidate combines strong business acumen with deep customer empathy, capable of operationalizing CX best practices internally and delivering high-impact strategies to clients. You’ll be a trusted advisor, helping Alchemer and its customers unlock measurable value from every touchpoint. 

How You Will Spend Your Days

Internal CX Strategy & Enablement 

• Lead cross-functional initiatives to improve the end-to-end customer experience across onboarding, support, product usage, and renewal. 

• Use data, feedback, and journey mapping to identify pain points and opportunities to enhance customer satisfaction and loyalty. 

• Partner with Sales, Product, Support, and Customer Success to embed CX best practices across all stages of the customer lifecycle. 

• Develop internal playbooks, personas, and journey maps to drive consistency and empathy across customer touchpoints. 

Customer-Facing CX Strategy Services 

• Deliver CX consulting services to Alchemer customers—ranging from CX maturity assessments to full-scale strategy design and implementation. 

• Translate customer goals and feedback into actionable CX initiatives that align with business outcomes. 

• Facilitate workshops, discovery sessions, and executive presentations for customer stakeholders. 

• Partner with Sales and Customer Success to scope, deliver, and expand paid CX engagements and advisory offerings. 

What You Bring to this Role

• 7+ years of experience in Customer Experience, Customer Success, Strategy, or related consulting roles. 
• Strong background in customer journey mapping, VoC programs, and CX measurement frameworks (NPS, CSAT, CES). 
• Proven ability to lead cross-functional initiatives and drive customer-centric change at scale. 
• Experience consulting with or advising external clients, preferably in a SaaS or B2B environment. 
• Exceptional communication and presentation skills, with the ability to influence internal and external stakeholders. 
• Familiarity with Alchemer or similar CX/VoC platforms. 

Compensation for this position includes an annual base salary of $130,000 to $150,000, with eligibility to participate in our Employee Participation Unit program.

Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and twelve paid company holidays.

Alchemer is taking applications for this position from candidates who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.

At Alchemer, we're committed to attracting, developing, and promoting a diverse workforce, and infusing DEI throughout all of our internal practices. By ensuring that everyone is able to bring a diversity of talents to work, we're increasingly capable of living out our mission in helping our clients. We encourage people from underrepresented backgrounds and all walks of life to apply. 

Don’t meet all the requirements? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification listed. Don’t let that stop you! We encourage you to apply if you have some of the requirements listed. You may bring qualities that we’re looking for in other areas. Building a diverse, inclusive, and customer centric workplace is important to us at Alchemer. If you’re excited about this role and your experience doesn’t perfectly align, we encourage you to apply anyway. Let’s talk!