Customer Experience Strategist

Lumicera; Baton Rouge (LA); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

Paid time off

Parental leave

401K match

Adoption Assistance

Flexible Spending Account

Educational assistance

Referral bonus

Job summary

Lumicera Health Services is seeking a Customer Experience Strategist to join our team in Baton Rouge. You will envision, design, and prototype positive customer interactions, lead journey maps and ideation sessions, and coordinate with stakeholders to align CX initiatives with business goals.

You will drive future vision, help create long-term product strategies, apply design thinking and agile EBM methods, and ensure customer voices are represented across a portfolio of healthcare products.

Qualifications

• Bachelor's degree in a business or technology related area or equivalent work experience.
• 5-8 years of professional experience in customer experience.
• Experience researching trends and documenting results.
• Experience interviewing stakeholders and documenting results.
• Experience leading VoC efforts at an enterprise level.
• Knowledge of healthcare industry practices, HIPAA, and data privacy preferred.

Responsibilities

• Research, identify, and prioritize emerging experience trends.
• Collaborate with business leaders on pre-project vision statements.
• Assist in creating future vision and securing investments in short-term wins.
• Assist in creating long-term product strategies and roadmaps owned by other units.
• Utilize design thinking to generate design ideas.
• Document and produce experience artifacts including journey maps.
• Research customer interactions and implement improvements.
• Research competitors/partners and document findings.
• Apply design thinking to the overall customer experience.
• Demonstrate agile EBM with goals and measures.
• Represent the voice of the customer (VoC) for a portfolio of products.
• Conduct experience tests to validate new features.
• Facilitate and lead events to spread innovation and design thinking.
• Engage stakeholders to stay aligned with business needs.
• Other duties as assigned

Skills

VoC leadership

Design thinking

Agile methodology

Stakeholder interviews

Research trends

Education

Bachelor's degree

CX/UX certification

Job description

Overview

Lumicera Health Services is seeking a Customer Experience Strategist to join our team!

The Customer Experience Strategist will help envision, design, and create prototypes of positive customer interactions. Journey maps, ideation, and other facilitated events to enhance customer experience will be led by this role. Identifying and serving key stakeholders is critical to this role. The Customer Experience Strategist will identify and lead visionary and prototyping activity. The role will participate in strategic planning and lead implementation efforts for the CX/DX department.

Is this you? Find out more below!

Responsibilities

How do I make an impact on my team?

• Research, identify, and assist in prioritizing and emgering experience trends.
• Collaborate with business leaders on pre-project creation of vision or value statements.
• Assist in creating future vision and gaining investment in short term successes.
• Assist in the creation of long-term product strategies and roadmaps owned by other business and support units.
• Utilize empiracally proven ideation techniques to generate design ideas.
• Document and produce experience artifacts including but not limited to customer journey maps.
• Research and document customer interactions and implement improvements.
• Research competitors / partners / companies and document findings.
• Understand and apply design thinking to the overall customer experience.
• Demonstrate expertise in agile EBM methodology including goal setting and measures.
• Represent and champion the voice of the customer (VoC) for a portfolio of products.
• Conduct experience tests to determine meaningful implementation of new features.
• Facilitate and lead events to spread innovation and design thinking across the company.
• Research, customize, and add standardized events to the team ideation offerings.
• Engage stakeholders at regular intervals to ensure work remains aligned with business needs.
• Other duties as assigned

Qualifications

What our team expects from you?

• Bachelor's degree in a business or technology related area of study or equivalent work experience required.
• Certification recognized by a customer/user experience leader (CXPA, Forrester, Medallia, Neilsen Norman Group, HFI, IAOIP) preferred.
• 5-8 years of professional experience with customer experience related work required.
• Demonstrated experience researching trends and experiences required.
• Experience interviewing stakeholders and documenting results required.
• Knowledge of driving product ideas from concept to prototype required.
• Experience leading VoC efforts at an enterprise level required.
• Knowledge of healthcare industry practices, HIPAA, and applicable data privacy practices preferred.
• Participate in, adhere to, and support compliance program objectives
• The ability to consistently interact cooperatively and respectfully with other employees

What can you expect from Lumicera?

• Top of the industry benefits for Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match of up to 5% - No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance
• Referral Bonus Program - up to $750!

#LI-Remote

Navitus Health Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law.

Equal employment opportunity, including veterans and individuals with disabilities.