Customer Experience (CX) Senior Manager

USA/ Canada · Santa Barbara, California        ·         Full time

We’re on a global mission to create experiences that transform the lives of millions of people. If you want to work with some of the world’s most advanced technology and help introduce first-of-a-kind products and services that improve the well-being of people at home, work, and school, we would like to get to know you. In exchange, we will offer you a competitive package, a stimulating human-centered work experience, and the chance to tell everyone that you’re doing the best work of your life.

We are based in Santa Barbra California, and have a support hub located in Toronto Canada. Our teams function together to design and develop products to assist people in overcoming communicative challenges in various capacities. Over the course of a time, Neurodevelopmental disorders often diminish or strip physical abilities to communicate, however our goal is to help ensure the complete loss of communicative function is prevented. As we develop software, AI, non-invasive brain-computer interfaces (BCI), among other innovations, we strive to produce technology that adapts to individual abilities and preferences, so that an independent experience is maintained.  

Cognition Seeks a well-rounded and experienced CX Specialist who is eager to help design and expand our Customer Experience Management capabilities; a principal-level individual contributor with strong cross-functional project management skills. Someone on their way to a functional leadership role who both envisions and gets things done.  

After a Warm Welcome, your new position will begin with converting our Customer Experience Design from paper to practice. You will design, test, deploy new experiences and train clinicians, researchers, and others. You will collaborate with new peers to get this done, including internal employees and teams, contractors, and suppliers. The CX landscape will be multi-channel and multi-customer, human-centered, and AI- and tech-enabled.   

The first experience you touch will be the one that helps researchers conduct vital experiments to advance the state of the art of brain-computer interfaces (BCI). The second one will be for clinicians who use our product to help their patients with diminished abilities communicate better. Once our products are in market, your attention will shift to Customer Experience Management beginning with the design and implementation of a Voice of the Customer program from scratch. From there, you will work closely with others to growth hack our way to better service and sales. This may include telemetry from customer environments, the sales/service journeys, and the headset itself.  

You Will Have Support from department leaders at Cognixion, from internal teams and select partners. Access to others will be straightforward because of our flat hierarchy and focus on outcomes. Internally, we use EOS (the Entrepreneurial Operating System) to ensure internal alignment.   

Going Deeper: This section is to help you envision yourself in the role. 

• CX is something we want. You won’t have to convince us 😉
• Our product is first-of-a-kind in a new market. Don’t expect an instruction manual. 
• Expect a diverse-thinking team of people from many countries and disciplines who speak 10+ languages. 
• This CX job will not be vanilla. Think using telemetry from users’ headsets and caregivers’ tablets to personalize experiences in near real-time. Think about smooth experience hand-offs that might begin in a doctor’s office, move to a family’s dining room, then online for learning and simulations, to conversations with insurers and payors, back to a specialist’s office for fitting and training (including an expanded care circle). This is about using clever tech to enrich people’s lives. 
• We are privately held, venture-backed, and expect high growth in 2023.
• This position can be fulltime remote, but our preference is to be in Santa Barbara or Toronto.
• Applicants MUST be eligible to work in USA or Canada for several weeks at a time.
• Periodic international travel may be required.

Requirements: 

• Demonstrated subject matter expertise in customer experience design and customer experience management.
  • 10+ years in customer experience including journey maps, user research, facilitation, change management, and quantitative/qualitative analytics.
  • 5+ years of experience tying VOC and CEM to product design and customer experience improvement cycles based on key customer experience metrics and methodology (e.g., NPS, etc.
  • 2+ years of work experience in a technology industry, preferably neurological and durable medical devices, telematics, AI, scientific or innovative research products or consumer electronics/wearables.
• Off-the-charts written and verbal communications skills.
• Bachelors degree required, advanced degree preferred (e.g. statistics, data science, sociology, cognitive psychology, anthropology, MBA).
• Optional: if you have experience with producing, commercializing and supporting developmental, bionic or neural prosthetic software and devices, you are a step ahead.

Ready To Apply? We are an equal opportunity employer. Cognixion is committed to a diverse and inclusive workplace. Cognixion does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. 

Please click here to apply.