Remote Customer Experience Strategist

Lumicera; Nashville (TN); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance (Medical, Dental, VIs

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

Referral Bonus Program – up to $750

Job summary

Lumicera Health Services seeks 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 strategic initiatives.

You will partner with leaders to create future vision and long-term product strategies, applying design thinking and agile EBM to improve experiences across the portfolio.

Qualifications

• Bachelor’s degree in business or technology or equivalent work experience.
• CX/UX certification from CXPA, Forrester, Medallia, Nielsen Norman Group, HFI, or IAOIP preferred.
• 5-8 years of professional experience with customer experience related work required.
• 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.

Responsibilities

• Research, identify, and prioritize 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 empirically 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

Customer experience strategy

Research & trend analysis

Stakeholder interviewing

Design thinking

Agile EBM

VoC leadership

Product ideation to prototype

Healthcare industry knowledge

Education

Bachelor’s degree in business or technology

CX/UX certification (CXPA, Forrester, Medallia, Nielsen Norman Group, HFI, IAOIP)

Tools

Job description

Lumicera Health Services seeks 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 strategic initiatives.

You will partner with leaders to create future vision and long-term product strategies, applying design thinking and agile EBM to improve experiences across the portfolio.