Remote Customer Experience Strategy Lead

Lumicera; Idaho; Remote; USD 91,000 - 111,000; Full time

Benefits offered by this job

Health Insurance

Dental & Vision

Paid Time Off

Parental Leave (4 weeks)

Holidays (9)

401K Match

Adoption Assistance

Flexible Spending Account

Education & Membership Support

Referral Bonus

Job summary

Lumicera Health Services seeks a Customer Experience Strategist to design and prototype positive customer interactions. You will lead journey maps, ideation sessions, and stakeholder engagement to shape CX and DX strategies across products and services.

In this role you’ll identify opportunities, help set long-term product strategies, and champion the voice of the customer while collaborating with leaders to secure investments and drive cross-functional impact.

Qualifications

• Bachelor’s degree in business or technology required.
• CX/UX certifications preferred.
• 5–8 years of customer experience related work experience.
• Experience researching trends and customer experiences.
• Experience interviewing stakeholders and documenting results.
• Knowledge of healthcare industry practices and HIPAA preferred.

Responsibilities

• Research, identify, and prioritize emerging experience trends.
• Collaborate with business leaders on vision or value statements.
• Assist in creating future vision and investment opportunities.
• Contribute to long-term product strategies and roadmaps.
• Utilize design thinking and ideation techniques for ideas.
• Document and produce experience artifacts including journey maps.
• Research customer interactions and implement improvements.
• Research competitors/partners and document findings.
• Represent the voice of the customer for a portfolio.
• Lead expérience tests to validate new features.
• Facilitate events to spread innovation and design thinking.
• Engage stakeholders to stay aligned with business needs.

Skills

Customer research

VoC leadership

Design thinking

Agile EBM

Stakeholder interviewing

Education

Bachelor’s degree in business or technology

Tools

Journey mapping

Prototyping

Job description

Lumicera Health Services seeks a Customer Experience Strategist to design and prototype positive customer interactions. You will lead journey maps, ideation sessions, and stakeholder engagement to shape CX and DX strategies across products and services.

In this role you’ll identify opportunities, help set long-term product strategies, and champion the voice of the customer while collaborating with leaders to secure investments and drive cross-functional impact.