Remote Customer Experience Strategy Lead

Lumicera; Sacramento (CA); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Parental leave

9 holidays

401K match

Adoption assistance

Flexible Spending Account

Educational assistance

Professional membership assistance

Referral bonus

Job summary

Lumicera Health Services is seeking a Customer Experience Strategist to join our team. This role will envision, design, and prototype positive customer interactions, lead journey mapping, and drive experience improvements across the CX/DX portfolio.

You will collaborate with executives to shape long-term product strategies, champion the voice of the customer, and guide prototyping efforts that translate insights into actionable roadmaps.

Qualifications

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

Responsibilities

• Research and identify emerging experience trends and prioritize opportunities.
• Collaborate with business leaders on pre-project vision and value statements.
• Help create long-term product strategies and roadmaps owned by other units.
• Use ideation techniques to generate design ideas and document experience artifacts.
• Develop and document customer journey maps; study interactions and implement improvements.
• Research competitors and partners; document findings to inform decisions.
• Apply design thinking to the overall customer experience and use agile EBM methods.

Skills

VoC leadership

Stakeholder interviews

Design thinking

Agile/EBM

Trend research

Prototyping

Roadmap development

Education

Bachelor’s degree in business or technology

Job description

Lumicera Health Services is seeking a Customer Experience Strategist to join our team. This role will envision, design, and prototype positive customer interactions, lead journey mapping, and drive experience improvements across the CX/DX portfolio.

You will collaborate with executives to shape long-term product strategies, champion the voice of the customer, and guide prototyping efforts that translate insights into actionable roadmaps.