Customer Experience Strategist

Lumicera; City of Albany (NY); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

PTO 20 days

Parental leave 4 weeks

9 holidays

401K match up to 5%

Adoption assistance

FSA

Educational assistance

Professional membership assistance

Referral bonus up to $750

Job summary

Lumicera Health Services is seeking a Customer Experience Strategist to envision, design, and prototype positive customer interactions. You will lead journey maps, ideation sessions, and stakeholder engagement to improve the overall customer experience across a healthcare portfolio.

The role requires 5–8 years in customer experience, around design thinking, and agile practices, with a focus on enterprise VoC initiatives and healthcare privacy considerations. Remote work options are available.

Qualifications

• Bachelor's degree in a business or technology field or equivalent experience.
• CX certification from CXPA, Forrester, Medallia, Nielsen Norman Group, HFI or IAOIP preferred.
• 5–8 years of professional experience in customer experience.
• Experience researching trends and experiences.
• Experience interviewing stakeholders and documenting results.
• Knowledge of turning concepts into prototype ideas.
• Experience leading VoC at enterprise level.
• Knowledge of healthcare industry practices, HIPAA, and data privacy.
• Participate in compliance program objectives.
• Ability to interact cooperatively and respectfully with others.

Responsibilities

• Research, identify and prioritize emerging experience trends.
• Collaborate with business leaders on vision or value statements before projects.
• Assist in creating future vision and securing investment for short-term wins.
• Help develop long-term product strategies and roadmaps owned by other units.
• Use ideation techniques to generate design ideas.
• Document experience artifacts including customer journey maps.
• Research and document customer interactions and implement improvements.
• Research competitors/partners and document findings.
• Apply design thinking to the overall customer experience.
• Demonstrate agile EBM practices with goal setting and measures.
• Represent the voice of the customer (VoC) for multiple products.
• Conduct experience tests for meaningful feature implementations.
• Facilitate and lead events to spread innovation and design thinking.
• Enhance team ideation offerings with standardized events.
• Engage stakeholders regularly to stay aligned with business needs.
• Other duties as assigned.

Skills

VoC leadership

Stakeholder interviewing

Design thinking

Agile methods

Research trends

Education

Bachelor's degree in business or technology

CX certification (CXPA/Forrester/Medallia)

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.