Head of Consumer Experience; Home blood testing

About SiPhox Health

SiPhox Health is building the leading home testing platform for biomarkers across inflammation, hormones, and metabolic and cardiovascular health. Six in ten Americans live with a chronic disease, and our mission is to make early detection possible from home.

We operate two business lines, both scaling quickly:

1. Mail-in blood testing: Growing more than 50% quarter over quarter, and the most comprehensive and highly rated at-home blood testing available today.

2. At-home blood testing device: Planned launch in 2027. Our chip-based module combines biochemistry with integrated photonics, electronics, and microfluidics, protected by more than 50 patents.

SiPhox is an MIT startup backed by Tier I investors including Y Combinator, Khosla Ventures, and Intel Capital.

The Role

As Head of Consumer Experience, you will own the end-to-end D2C customer experience and help build the systems, insights, and product experiences that drive long-term consumer engagement and retention.

This role sits at the intersection of Customer Experience, Product, Growth, Retention, and Relationship Management. You will be responsible for deeply understanding our consumers, identifying friction throughout the customer journey, and working cross-functionally to create experiences that make customers successful, engaged, and loyal to SiPhox.

You will serve as the internal voice of the consumer and partner closely with Engineering & Engineering, Sales & Marketing, and G&A to ensure that customer feedback directly informs product development and business strategy.

The ideal candidate is highly customer-centric but also deeply analytical. You understand that strong customer retention is built by consistently delivering value, creating meaningful and seamless consumer experiences, and building products that customers want to continue using over time. You are passionate about understanding what drives long-term engagement and loyalty, and translating those insights into experiences and product improvements that strengthen the consumer relationship throughout their health journey. 

Responsibilities:

Own the End-to-End Consumer Journey

• Own and continuously improve the full D2C customer lifecycle, from purchase and onboarding through engagement, retention, renewal, and advocacy.
• Map the complete customer journey and identify friction points, drop-off moments, and opportunities to improve the experience.
• Develop a best-in-class onboarding experience that helps consumers quickly understand the value of SiPhox and successfully begin their health journey.
• Create thoughtful customer touchpoints throughout the lifecycle to ensure consumers remain engaged and understand the value they are receiving.

Drive Retention and Reduce Churn

• Develop and execute strategies to improve consumer retention and minimize churn.
• Identify the key drivers of customer churn and develop proactive strategies to address them.
• Build customer segmentation and lifecycle strategies based on behavior, engagement, needs, and risk of churn.
• Develop proactive outreach and engagement strategies for customers who may be at risk of disengaging.
• Continuously test and improve retention initiatives, customer communications, and product experiences.
• Establish clear retention and engagement metrics and regularly report insights and opportunities to leadership.

 Be the Voice of the Customer

• Build strong systems for collecting, synthesizing, and acting on customer feedback.
• Develop a deep understanding of consumer needs, motivations, pain points, and expectations.
• Bring customer insights directly to Engineering & Product, Sales & Marketing, and leadership.
• Ensure that recurring customer issues and requests are translated into actionable product and operational improvements.
• Conduct customer interviews, analyze qualitative feedback, and identify emerging trends and opportunities.

 Partner Closely with Product and Sales & Marketing

• Work closely with Product and S&M to improve the consumer product experience.
• Help prioritize product improvements based on customer feedback, friction points, and business impact.
• Contribute to product roadmap discussions and advocate for the consumer perspective.
• Identify opportunities to improve the customer experience through product features, automation, personalization, education, and engagement.
• Partner with Product and S&M to define and improve the key moments that drive customer activation, engagement, and long-term retention.

Build a Scalable Customer Experience Organization

• Design scalable processes for customer onboarding, support, relationship management, and retention.
• Determine where a high-touch, human relationship can add value and where automation can improve the customer experience at scale.
• Develop playbooks and workflows for key customer moments, including onboarding, engagement, customer recovery, and retention.
• Partner with Operations and Customer Support to ensure customer issues are resolved effectively and insights are captured.
• Over time, help build and lead a high-performing consumer experience and customer success organization.

Use Data to Improve the Consumer Experience

• Define and track key customer lifecycle metrics, including activation, engagement, retention, churn, satisfaction, and lifetime value.
• Analyze customer behavior and identify patterns that predict successful long-term engagement or churn.
• Use data and experimentation to prioritize initiatives and measure impact.
• Develop dashboards and reporting that provide visibility into the health of the D2C customer base.

What Success Looks Like

In this role, success means creating a consumer experience that makes customers feel supported, engaged, and continuously connected to the value of SiPhox.

Key measures of success may include:

• Improved customer activation and onboarding completion
• Increased consumer engagement
• Reduced customer churn
• Improved subscription renewal and retention
• Increased customer lifetime value
• Improved customer satisfaction and loyalty
• Faster identification and resolution of customer pain points
• A stronger feedback loop between consumers and the Product organization
• A scalable customer experience model that can grow with the business

What We're Looking For

• 7+ years of experience in Customer Experience, Customer Success, Product, Consumer Strategy, Growth, or related roles.
• Experience working with a direct-to-consumer, subscription, digital health, healthcare, wellness, or consumer technology business.
• Strong product instincts and experience partnering closely with Engineering & Product, S&M.
• Deep understanding of customer lifecycle management, engagement, retention, and churn reduction.
• Highly analytical, with the ability to use data to identify opportunities and measure impact.
• Exceptional empathy for consumers and a strong ability to understand customer needs.
• Experience conducting customer research and translating customer feedback into actionable insights.
• Strong cross-functional leadership skills and the ability to influence without direct authority.
• Comfortable operating in a fast-paced, high-growth startup environment.
• Entrepreneurial mindset with a willingness to build processes and systems from the ground up.

The Ideal Candidate

The ideal candidate is someone who naturally asks:

Where are customers getting stuck?

Why are customers leaving?

What value are our most successful customers receiving that others are not?

How can we make the experience simpler, more personalized, and more valuable?

What should we build next based on what consumers are telling us?

You are equally comfortable talking directly with customers, analyzing retention data, working with a Product team on the roadmap, and designing a strategy to improve the entire consumer experience.

Most importantly, you believe that strong customer retention is earned by continuously delivering value and creating an exceptional experience and product that customers genuinely want to continue using and engaging with over time.

Compensation and Benefits

• Stock options, and meaningful equity in a company solving a problem that matters.
• Luxury gym membership (Lifetime Backbay)