Remote CX Strategy Lead — Experience Design & Innovation

Lumicera; Olympia (WA); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Parental leave

Holidays

401K match

Adoption assistance

FSA

Education assistance

Membership assistance

Referral bonus

Job summary

Lumicera Health Services in the United States is seeking a Customer Experience Strategist to envision, design, and prototype positive customer interactions. You will map journeys, facilitate ideation, and lead projects that improve the experience for patients and partners.

The role requires 5–8 years in customer experience, a business or tech degree, and certification in CX. You will collaborate with leaders, drive vision to prototypes, and champion VoC across a portfolio of products.

Qualifications

• Bachelor's degree in a business or technology related area of study or equivalent work experience required.
• Certification recognized by CX/UX leaders preferred.

Responsibilities

• Research, identify, and assist in prioritizing and emgering 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

VoC leadership

Design thinking

Agile EBM

Trend research

Stakeholder interviews

Education

Bachelor's degree in business or technology

Job description

Lumicera Health Services in the United States is seeking a Customer Experience Strategist to envision, design, and prototype positive customer interactions. You will map journeys, facilitate ideation, and lead projects that improve the experience for patients and partners.

The role requires 5–8 years in customer experience, a business or tech degree, and certification in CX. You will collaborate with leaders, drive vision to prototypes, and champion VoC across a portfolio of products.