Remote CX Strategy Architect

Lumicera; Richmond (VA); Remote; USD 95,000 - 125,000; Full time

Benefits offered by this job

Health, Dental, Vision insurance

20 days PTO

4 weeks parental leave

9 paid holidays

401K match up to 5%

Adoption assistance

Flexible Spending Account

Educational 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, and events to enhance CX, identifying key stakeholders and driving prototyping activities across the CX/DX portfolio.

The role requires 5–8 years in customer experience, design thinking expertise, and enterprise VoC leadership, with healthcare privacy awareness and a collaborative, strategic mindset.

Qualifications

• Bachelor’s degree in business or technology related area or equivalent work experience.
• CX/UX certification recognized by CX leaders preferred.
• 5-8 years of professional experience with customer experience related work.
• Demonstrated 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 applicable data privacy practices preferred.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.

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 empiracally 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

5-8 years exp

Stakeholder interviews

Design thinking

Voice of the customer (VoC)

Agile EBM

Education

Bachelor’s degree in business or technology

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, and events to enhance CX, identifying key stakeholders and driving prototyping activities across the CX/DX portfolio.

The role requires 5–8 years in customer experience, design thinking expertise, and enterprise VoC leadership, with healthcare privacy awareness and a collaborative, strategic mindset.