Remote Customer Experience Strategist — Shape the CX

Lumicera; Little Rock (AR); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

20 days PTO

4 weeks parental leave

9 holidays

401K company match

Adoption Assistance

Flexible Spending Account

Educational Assistance

Referral Bonus Program

Job summary

Lumicera Health Services seeks a Customer Experience Strategist to envision, design, and prototype positive customer interactions. You will map journeys, drive ideation, and lead CX initiatives with stakeholders, aligning with business goals and HIPAA considerations.

You will partner with leaders to create long-term product strategies and roadmaps, champion the voice of the customer, and apply design thinking and agile methods to deliver meaningful improvements across the CX/DX portfolio.

Qualifications

• Bachelor’s degree in business or technology or equivalent work experience.
• CX certifications (CXPA, Forrester, Medallia, Nielsen Norman Group, HFI, IAOIP) preferred.
• 5–8 years of customer experience related work experience.
• Experience researching trends and customer experiences required.
• Experience interviewing stakeholders and documenting results required.
• Knowledge of driving product ideas from concept to prototype is required.
• Experience leading VoC efforts at an enterprise level.
• Knowledge of healthcare industry practices, HIPAA, and data privacy preferred.

Responsibilities

• Research, identify, and prioritize emerging CX experience trends.
• Collaborate with business leaders on pre-project vision and value statements.
• Assist in creating long-term product strategies and roadmaps.
• Lead ideation using design thinking and agile methods.
• Document experience artifacts, including customer journey maps.
• Research customer interactions and implement improvements.
• Study competitors and document findings for strategy.
• Represent the voice of the customer (VoC) for product portfolios.
• Conduct experience tests to validate new features and concepts.
• Facilitate innovation events and expand ideation offerings across teams.

Skills

VoC leadership

Design thinking

Agile EBM

Stakeholder interviewing

Healthcare CX

Education

Bachelor’s degree in business or technology

Job description

Lumicera Health Services seeks a Customer Experience Strategist to envision, design, and prototype positive customer interactions. You will map journeys, drive ideation, and lead CX initiatives with stakeholders, aligning with business goals and HIPAA considerations.

You will partner with leaders to create long-term product strategies and roadmaps, champion the voice of the customer, and apply design thinking and agile methods to deliver meaningful improvements across the CX/DX portfolio.