About Us: Seeing a psychiatrist can take up to 3 months and cost as much as $500. Shocked? Us too. That’s why we started Cerebral, a telemedicine-first mental health startup. We are breaking down the barriers to access to mental health care so that anybody can get the care and medication they need. We launched in January 2020, are growing at over 40% month-over-month, and we need your help!
Our mission is to improve access to high-quality mental health care.
About the Role: We are looking for someone who is obsessed with delivering a flawless, personalized, and effective customer experience that is informed by data & analytics.
You would join our Customer Experience & Retention team as a Customer Experience & Analytics Lead to drive our customer segmentation, journey mapping, and analytics from acquisition onward. You would leverage data and analytics to define key customer segments, map customer journeys, identify and test opportunities to improve CX, and track key retention metrics.
A successful candidate should thrive in a fast-paced environment and bring an ownership mentality balanced with exceptional collaboration skills. You should be excited by the opportunity to use data and analytics to better understand customers and their journeys with Cerebral - ultimately driving better patient outcomes! You should be comfortable with AB testing, statistics, and DTC customer analytics. The preferred candidate is extremely organized, detail oriented, and has experience or knowledge of the healthcare and mental health industries.
Coordinate across functions such as Growth, Product, Data, and Marketing
Lead customer analytics & retention metric tracking
Develop & manage customer segmentation and profiles
Develop & manage customer journey and experience mapping
Analyze data & run AB tests to personalize & optimize the customer experience
Knowledge & Skills:
3-7 years of experience in Customer Success or Experience, Customer Analytics, Marketing, Statistics, or a related field
Masters Degree in Business Administration (MBA)
Ability to balance a strategic and creative mindset with meticulous attention to detail
Hyper organized – able to juggle multiple projects simultaneously
Collaborative, open working style – able to work with multiple stakeholders across geographies and roles
Resourcefulness, persistence, and ability to thrive in fast paced, entrepreneurial environment
Desired Skills & Experience
Familiarity with tools we currently use: Looker, Chargebee, Iterable, Asana
Experience in healthcare, healthtech, or mental healthcare environments