Remote CX Strategy Lead

Lumicera; Harrisburg (Dauphin County); Remote; USD 90,000 - 135,000; Full time

Benefits offered by this job

Health, Dental, Vision insurance

20 days PTO

4 weeks parental leave

9 holidays

401K company match 5%

Adoption Assistance Program

Flexible Spending Account

Educational Assistance & Professional

Referral Bonus up to 750

Job summary

Lumicera Health Services is seeking a Customer Experience Strategist to join our team and shape how patients and partners experience our services. You will envision, design, and prototype positive interactions, lead journey mapping, ideation, and stakeholder engagement to drive CX initiatives.

You will partner with business leaders to craft future visions, prioritize opportunities, and advance CX and DX programs through agile practices and measurable outcomes.

Qualifications

• Bachelor’s degree in business or technology related field or equivalent experience.
• Certification recognized by CX leaders 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.
• Participate in compliance program objectives.
• Ability to interact cooperatively with others

Responsibilities

• Research, identify, and prioritize emerging experience trends.
• Collaborate with business leaders on pre-project 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 empirically proven ideation techniques to generate design ideas.
• Document and produce experience artifacts including 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

VoC

Stakeholder collaboration

Design thinking

Agile/EBM

Education

Bachelor’s degree in business or technology or related field

CX certification recognized by CX leaders

Job description

Lumicera Health Services is seeking a Customer Experience Strategist to join our team and shape how patients and partners experience our services. You will envision, design, and prototype positive interactions, lead journey mapping, ideation, and stakeholder engagement to drive CX initiatives.

You will partner with business leaders to craft future visions, prioritize opportunities, and advance CX and DX programs through agile practices and measurable outcomes.