Customer Experience Strategist

Lumicera; Saint Paul (MN); Remote; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental and Vision

Paid time off 20 days

Parental leave 4 weeks

Holidays 9

401K match up to 5%

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan

Referral Bonus Program – up to $750

Job summary

Lumicera Health Services is seeking a Customer Experience Strategist to envision, design, and prototype positive customer interactions. Lead journey maps, ideation sessions, and stakeholder alignment to improve CX across products and services.

You will drive long-term product strategies, assist in strategic planning, and champion the voice of the customer across a portfolio of offerings. Experience with design thinking, agile methods, and healthcare privacy practices is highly valued.

Qualifications

• Bachelor’s degree or equivalent work experience required.
• CX certification preferred (CXPA, Forrester, Medallia, Nielsen Norman, HFI, IAOIP).
• 5-8 years in customer experience related work.
• Experience researching trends and experiences.
• Experience interviewing stakeholders and documenting results.
• Knowledge of driving ideas from concept to prototype.
• Experience leading VoC at enterprise scale.
• Healthcare industry knowledge, HIPAA and data privacy preferred.
• Support compliance program objectives.
• Ability to interact cooperatively with colleagues.

Responsibilities

• Research, identify, and prioritize emerging CX trends.
• Collaborate with business leaders on pre-project vision and value.
• Help create future vision and secure investment for short-term wins.
• Help craft long-term product strategies and roadmaps.
• Apply design thinking to generate ideas.
• Document experience artifacts like journey maps.
• Research customer interactions and implement improvements.
• Study competitors and partnerships; document findings.
• Champion VoC voice across product portfolio.
• Lead events to spread innovation and design thinking.

Skills

Customer experience

Stakeholder interviewing

Research trend analysis

Design thinking

Agile / EBM

Education

Bachelor’s degree in business or technology

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.

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