Remote CX Strategy & Experience Lead

Lumicera; Baton Rouge (LA); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

Paid time off

Parental leave

401K match

Adoption Assistance

Flexible Spending Account

Educational assistance

Referral bonus

Job summary

Lumicera Health Services is seeking a Customer Experience Strategist to join our team in Baton Rouge. You will envision, design, and prototype positive customer interactions, lead journey maps and ideation sessions, and coordinate with stakeholders to align CX initiatives with business goals.

You will drive future vision, help create long-term product strategies, apply design thinking and agile EBM methods, and ensure customer voices are represented across a portfolio of healthcare products.

Qualifications

• Bachelor's degree in a business or technology related area or equivalent work experience.
• 5-8 years of professional experience in customer experience.
• Experience researching trends and documenting results.
• Experience interviewing stakeholders and documenting results.
• Experience leading VoC efforts at an enterprise level.
• Knowledge of healthcare industry practices, HIPAA, and data privacy preferred.

Responsibilities

• Research, identify, and prioritize emerging experience trends.
• Collaborate with business leaders on pre-project vision statements.
• Assist in creating future vision and securing investments in short-term wins.
• Assist in creating long-term product strategies and roadmaps owned by other units.
• Utilize design thinking to generate design ideas.
• Document and produce experience artifacts including journey maps.
• Research customer interactions and implement improvements.
• Research competitors/partners and document findings.
• Apply design thinking to the overall customer experience.
• Demonstrate agile EBM with goals and measures.
• Represent the voice of the customer (VoC) for a portfolio of products.
• Conduct experience tests to validate new features.
• Facilitate and lead events to spread innovation and design thinking.
• Engage stakeholders to stay aligned with business needs.
• Other duties as assigned

Skills

VoC leadership

Design thinking

Agile methodology

Stakeholder interviews

Research trends

Education

Bachelor's degree

CX/UX certification

Job description

Lumicera Health Services is seeking a Customer Experience Strategist to join our team in Baton Rouge. You will envision, design, and prototype positive customer interactions, lead journey maps and ideation sessions, and coordinate with stakeholders to align CX initiatives with business goals.

You will drive future vision, help create long-term product strategies, apply design thinking and agile EBM methods, and ensure customer voices are represented across a portfolio of healthcare products.