Customer Experience Strategy & Innovation Lead

Lumicera; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision coverage

20 days PTO

4 weeks parental leave

9 paid holidays

401K match up to 5%

Adoption Assistance

Flexible Spending Account

Educational Assistance Plan

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 shape the CX/DX roadmap and drive adoption across product portfolios.

The role requires 5–8 years in customer experience, with enterprise VoC leadership and familiarity with design thinking and agile methods. Healthcare privacy practices apply, with strong collaboration across teams.

Qualifications

• 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

Responsibilities

• Research, identify, and assist in prioritizing and emerging 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

Skills

Researching trends

Stakeholder interviewing

VoC leadership

Design thinking

Education

Bachelor's degree in business or technology

Job description

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 shape the CX/DX roadmap and drive adoption across product portfolios.

The role requires 5–8 years in customer experience, with enterprise VoC leadership and familiarity with design thinking and agile methods. Healthcare privacy practices apply, with strong collaboration across teams.