Remote CX Strategy & Experience Designer

Lumicera; Madison (WI); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

PTO 20 days

Parental leave 4 weeks

9 holidays

401K match up to 5%

Adoption assistance

FSAs

Education & professional membership

Referral bonus $750

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, leading journey maps, ideation sessions, and stakeholder engagement to elevate the customer experience.

You will drive CX/DX strategy across the portfolio, lead prototyping activities, and participate in strategic planning. Design thinking, agile EBM, and VoC will guide decisions and improvements.

Qualifications

• Bachelor’s degree in a business or technology related area of study or equivalent work experience required.
• Certification recognized by a customer/user experience leader (CXPA, Forrester, Medallia, Neilsen Norman Group, HFI, IAOIP) preferred.
• 5-8 years of professional experience with customer experience related work required.
• Demonstrated experience researching trends and experiences required.
• Experience interviewing stakeholders and documenting results required.
• Knowledge of driving product ideas from concept to prototype required.
• Experience leading VoC efforts at an enterprise level required.
• 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 assist in prioritizing and 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

Education

Bachelor’s degree in business or technology related area

Tools

CX Certification programs

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, leading journey maps, ideation sessions, and stakeholder engagement to elevate the customer experience.

You will drive CX/DX strategy across the portfolio, lead prototyping activities, and participate in strategic planning. Design thinking, agile EBM, and VoC will guide decisions and improvements.