← All roles

Head of Consumer Experience; Home blood testing

SiPhox Health· Product
Apply on company site
Hybrid (Boston, MA)$130k - $200kFull-timePosted 1mo ago

About the role

Head of Consumer Experience responsible for end-to-end D2C customer experience, retention, and voice-of-the-customer initiatives to drive engagement and loyalty for SiPhox Health’s home blood testing platform.

Responsibilities

  • Own the End-to-End Consumer Journey: manage the full D2C lifecycle from purchase to advocacy; map journeys; develop onboarding to communicate SiPhox value; create touchpoints to maintain engagement.
  • Drive Retention and Reduce Churn: improve retention, identify churn drivers, build segmentation and lifecycle strategies, proactive outreach for at-risk customers, continuous testing and improvement; report retention metrics to leadership.
  • Be the Voice of the Customer: build systems to collect and act on feedback; conduct interviews, analyze qualitative data, translate insights to product/ops improvements; collaborate with stakeholders to implement changes.
  • Partner Closely with Product and Sales & Marketing: prioritize product improvements based on feedback and friction points; contribute to roadmaps; define moments that drive activation, engagement, and retention.
  • Build a Scalable Customer Experience Organization: design onboarding/support/relationship management processes; determine automation vs. high-touch approaches; develop playbooks; collaborate with Operations and Support to scale and capture insights; build and lead a consumer experience/CSS function over time.
  • Use Data to Improve the Consumer Experience: define and track lifecycle metrics; analyze behavior to predict engagement/churn; use data and experiments to prioritize initiatives; develop dashboards for health visibility.

Qualifications

  • 7+ years of experience in Customer Experience, Customer Success, Product, Consumer Strategy, Growth, or related roles.
  • Experience in direct-to-consumer, subscription, digital health, healthcare, wellness, or consumer tech environments.
  • Strong product instincts and collaboration with Engineering & Product, Sales & Marketing.
  • Deep understanding of lifecycle management, engagement, retention, and churn reduction.
  • Analytical mindset with ability to use data to identify opportunities and measure impact.
  • Empathy for consumers and ability to translate needs into actionable insights.
  • Experience conducting customer research and translating feedback into product/operational improvements.
  • Cross-functional leadership and influence without authority.
  • Comfort in fast-paced, high-growth startups.
  • Entrepreneurial mindset with ability to build processes from the ground up.

Skills

Required:Customer journey mappingRetention strategyVoice of the customer / user researchCross-functional collaboration

Benefits

  • Stock options, and meaningful equity in a company solving a meaningful problem.
  • Luxury gym membership (Lifetime Backbay)
Last updated Oct 21, 2026. Interested? Apply on the company site.
SiPhox Health logo

About SiPhox Health

Wearable and At-Home protein monitoring with silicon photonic chips

We are developing a new paradigm for consumer health tech wearables by replacing a 100lb optical instrument with an area of silicon smaller than a postage stamp.

hard-techbiometricsnanosensorshealth-techhealth-&-wellness
Company profileWebsite

More open roles at SiPhox Health