💼 About This Role

You'll shape the customer experience at Headway, acting as the voice of the customer to drive process improvements and seamless launches. You'll own projects end-to-end, using data to influence key metrics like CSAT and TTR. This role offers the chance to work with AI tools and collaborate across teams to reimagine mental healthcare.

🎯 What You'll Do

• Design end-to-end customer experience based on insights
• Contribute to evolution of CSAT, TTR, and self-resolution KPIs
• Support CX change readiness for new features and releases
• Analyze customer feedback and drive cross-functional alignment

📋 Requirements

• Curiosity about the full customer journey
• Ability to translate messy data into clear insights
• Experience owning projects end-to-end in a building environment
• Advocating for customers with Product and Ops teams

✨ Nice to Have

• Experience with AI tools for CX enablement
• Background in healthcare or mental health

🎁 Benefits & Perks

• 🏖️ Flexible PTO
• 🏥 Medical, Dental, and Vision coverage
• 📈 Equity compensation
• 👶 16-week parental leave
• 🏠 Work-from-Home Stipend

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Phone Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Cross-functional Panel· 60 min