CX Programs Sr. Associate

As a Senior Associate on the CX Programs team, you'll play a key role in shaping and improving the customer experience at Headway. You'll act as a CX expert and true voice of the customer: bringing customer needs and pain points into every conversation with cross-functional partners, and turning those insights into better processes, clearer support strategies, and more seamless launches.

In this role, you'll own projects end to end, from identifying gaps to driving solutions that land well for both customers and agents. You'll collaborate closely with teams across the company to ensure consistency in how we support our customers, and you'll use data to influence meaningful improvements to our satisfaction and performance metrics. 

• You Will
• Develop understanding of customer needs and pain points to design, iterate, and improve end-to-end customer experience
• Contribute to the evolution of key KPIs such as CSAT, TTR, and self-resolution improvements for relevant projects
• Support CX change readiness for new features and releases by mapping requirements, developing CX processes, and managing timelines
• Create and enhance support processes to improve customer experience and provide consistency in support strategy execution
• Partner with the Knowledge Management team to ensure ongoing clarity and usability of SOPs
• Support cross-functional teams in implementing customer-centric product and process improvements, driving change to improve CSAT
• Analyze customer feedback and ensure alignment across teams via insight readouts and root cause analysis
• Drive CX enablement by leveraging AI tools to improve team efficiency, reduce resolution times, and scale support operations
• You’d be a great fit if…
• You're deeply curious about the full customer journey and seek to understand the experience beyond what comes through a support ticket
• You can translate messy customer data into clear insights and compelling narratives for cross-functional stakeholders
• You're energized by owning projects end-to-end and thrive in environments where processes are still being built
• You have a point of view on what great customer experience looks like and aren't shy about advocating for the customer when working with Product and Ops teams
• You're excited about using AI tools to work smarter and enable our CX team