Remote Customer Experience Architect

Lumicera; Phoenix (AZ); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

20 days paid time off

4 weeks paid parental leave

9 paid holidays

401K company match up to 5%

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan and Pro/f

Job summary

Lumicera Health Services seeks a Customer Experience Strategist to envision, design, and prototype positive customer interactions across journeys. You will lead journey mapping, ideation sessions, and stakeholder alignment to improve experience and value for patients and providers.

In this role you will champion customer voice, guide long-term product roadmaps, and collaborate with business leaders to implement experience improvements. Healthcare context and HIPAA awareness are a plus.

Qualifications

• Bachelor's degree in business or technology, or equivalent work experience.
• 5–8 years in customer experience roles.
• Experience researching trends and interviewing stakeholders.
• Knowledge of healthcare practices, HIPAA and data privacy preferred.
• Experience leading VoC efforts at the enterprise level.
• Ability to interact cooperatively with others.

Responsibilities

• Research, identify, and prioritize emerging experience trends.
• Collaborate with business leaders on pre-project vision or value statements.
• Assist in creating long-term product strategies and roadmaps.
• Utilize ideation techniques to generate design ideas.
• Document and produce experience artifacts, including journey maps.
• Research and document customer interactions and implement improvements.
• Lead competitive/partner research and document findings.
• Apply design thinking to the overall customer experience.
• Demonstrate expertise in agile EBM and goal setting.
• Champion the voice of the customer for a portfolio of products.
• Conduct experience tests to validate new features.
• Facilitate events to spread innovation and design thinking.

Skills

Customer experience

Stakeholder interviewing

Trend research

VoC leadership

Enterprise collaboration

Agile design thinking

Education

Bachelor's degree in business or technology

CX certification (CXPA/Forrester/Medallia/NNG/HFI/IAOIP)

Job description

Lumicera Health Services seeks a Customer Experience Strategist to envision, design, and prototype positive customer interactions across journeys. You will lead journey mapping, ideation sessions, and stakeholder alignment to improve experience and value for patients and providers.

In this role you will champion customer voice, guide long-term product roadmaps, and collaborate with business leaders to implement experience improvements. Healthcare context and HIPAA awareness are a plus.