Remote CX Strategy Architect

Lumicera; City of Albany (NY); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

PTO 20 days

Parental leave 4 weeks

9 holidays

401K match up to 5%

Adoption assistance

FSA

Educational assistance

Professional membership assistance

Referral bonus up to $750

Job summary

Lumicera Health Services is seeking a Customer Experience Strategist to envision, design, and prototype positive customer interactions. You will lead journey maps, ideation sessions, and stakeholder engagement to improve the overall customer experience across a healthcare portfolio.

The role requires 5–8 years in customer experience, around design thinking, and agile practices, with a focus on enterprise VoC initiatives and healthcare privacy considerations. Remote work options are available.

Qualifications

• Bachelor's degree in a business or technology field or equivalent experience.
• CX certification from CXPA, Forrester, Medallia, Nielsen Norman Group, HFI or IAOIP preferred.
• 5–8 years of professional experience in customer experience.
• Experience researching trends and experiences.
• Experience interviewing stakeholders and documenting results.
• Knowledge of turning concepts into prototype ideas.
• Experience leading VoC at enterprise level.
• Knowledge of healthcare industry practices, HIPAA, and data privacy.
• Participate in compliance program objectives.
• Ability to interact cooperatively and respectfully with others.

Responsibilities

• Research, identify and prioritize emerging experience trends.
• Collaborate with business leaders on vision or value statements before projects.
• Assist in creating future vision and securing investment for short-term wins.
• Help develop long-term product strategies and roadmaps owned by other units.
• Use ideation techniques to generate design ideas.
• Document experience artifacts including customer journey maps.
• Research and document customer interactions and implement improvements.
• Research competitors/partners and document findings.
• Apply design thinking to the overall customer experience.
• Demonstrate agile EBM practices with goal setting and measures.
• Represent the voice of the customer (VoC) for multiple products.
• Conduct experience tests for meaningful feature implementations.
• Facilitate and lead events to spread innovation and design thinking.
• Enhance team ideation offerings with standardized events.
• Engage stakeholders regularly to stay aligned with business needs.
• Other duties as assigned.

Skills

VoC leadership

Stakeholder interviewing

Design thinking

Agile methods

Research trends

Education

Bachelor's degree in business or technology

CX certification (CXPA/Forrester/Medallia)

Job description

Lumicera Health Services is seeking a Customer Experience Strategist to envision, design, and prototype positive customer interactions. You will lead journey maps, ideation sessions, and stakeholder engagement to improve the overall customer experience across a healthcare portfolio.

The role requires 5–8 years in customer experience, around design thinking, and agile practices, with a focus on enterprise VoC initiatives and healthcare privacy considerations. Remote work options are available.