Customer Experience Strategist

Navitus Health Solutions, LLC

United States

Remote

USD 91,000 - 111,000

Full time

3 days ago

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Benefits offered by this job

Health, Dental and Vision insurance

20 days paid time off

4 weeks parental leave

9 paid holidays

401K company match up to 5%

Adoption Assistance Program

Flexible Spending Account

Educational Assistance & Professional‑

Job summary

Lumicera Health Services is seeking a Customer Experience Strategist to join our team. The role will envision, design, and prototype positive customer interactions, lead journey maps, and facilitate events to enhance CX.

You will engage key stakeholders and drive strategic CX initiatives across the organization. The position emphasizes design thinking, VoC leadership, and collaboration with business leaders.

Qualifications

Bachelor’s degree in a business or technology related area or equivalent work experience.
Certification by CXP leaders preferred.
5–8 years of professional experience in customer experience related work.
Experience researching trends and interviewing stakeholders.
Knowledge of driving product ideas from concept to prototype.
Experience leading VoC efforts at an enterprise level.

Responsibilities

Research and identify emerging experience trends.
Collaborate with business leaders on vision and value statements.
Assist in creating long-term product strategies and roadmaps.
Generate design ideas using ideation techniques.
Document customer journeys and experience artifacts.
Research competitors and partners and document findings.
Apply design thinking to the customer experience and enable agile measurement.
Champion the voice of the customer across a product portfolio.
Lead experience tests and facilitate innovation events.

Skills

Customer experience

VoC

Design thinking

Agile EBM

Stakeholder interviewing

Education

Bachelor's degree in business or tech

Job description

Company

Lumicera

About Us

Lumicera - Lumicera Health Services Powered by Navitus - Innovative Specialty Pharmacy Solutions- Lumicera Health Services is defining the “new norm” in specialty pharmacy to optimize patient well-being through our core principles of transparency and stewardship. Here at Lumicera, our team members work in an environment that celebrates creativity and fosters diversity. ._____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Current associates must use SSO login option at https://employees-navitus.icims.com/ to be considered for internal opportunities. ______________________We are committed to providing equal employment opportunity to all applicants and employees and comply with all applicable nondiscrimination regulations, including those related to protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or handicap.

Pay Range

USD $90,593.00 - USD $111,157.00 /Yr.

STAR Bonus % (At Risk Maximum)

7.50 - Salaried Non-Management except pharmacists

Work Schedule Description (e.g. M-F 8am to 5pm)

M-F 8am to 5pm

Remote Work Notification

ATTENTION: Lumicera is only able to offer remote work to residents of Arizona, Alabama, Arkansas, California, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Louisiana, Maryland, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin

Overview

Lumicera Health Services is seeking a Customer Experience Strategistto 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?