Remote CX Vision & Strategy Lead

Lumicera; Annapolis (MD); Remote; USD 110.000 - 150.000; Vollzeit

Benefits dieser Stelle

Health, dental, and vision insurance

20 days paid time off

4 weeks paid parental leave

9 paid holidays

401K company match up to 5%

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan and Pro

Referral Bonus Program – up to $750

Zusammenfassung

Lumicera Health Services is seeking a Customer Experience Strategist to drive envisioning, design, and prototyping of positive customer interactions. You will lead journey mapping, ideation, and stakeholder engagement to shape the CX/DX roadmap and strategic planning.

Ideal candidates bring 5–8 years in customer experience, healthcare privacy awareness (HIPAA), and proven VoC leadership, with a track record of turning insights into impactful roadmaps and enterprise-level initiatives.

Qualifikationen

• Bachelor’s degree in business or technology related area or equivalent work experience required.
• Certification recognized by CX/UX leaders preferred (CXPA, Forrester, Medallia, NN/g, HFI, IAOIP).
• 5-8 years of professional experience in customer experience related work.
• 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 practices preferred.
• Adherence to compliance programs and collaborative interaction.

Aufgaben

• Research, identify and prioritize emerging experience trends.
• Collaborate with business leaders on pre-project vision or value statements.
• Assist in creating long-term product strategies and roadmaps.
• Lead ideation using design thinking to generate ideas.
• Document experience artifacts including customer journey maps.
• Research customer interactions and implement improvements.
• Document findings on competitors/partners.
• Apply design thinking to the overall customer experience.
• Demonstrate expertise in agile EBM with goal setting and measures.
• Represent and champion the voice of the customer for a portfolio of products.
• Conduct experience tests to determine meaningful feature implementation.
• Facilitate events to spread innovation and design thinking across the company.
• Engage stakeholders to stay aligned with business needs.
• Other duties as assigned.

Jobbeschreibung

Lumicera Health Services is seeking a Customer Experience Strategist to drive envisioning, design, and prototyping of positive customer interactions. You will lead journey mapping, ideation, and stakeholder engagement to shape the CX/DX roadmap and strategic planning.

Ideal candidates bring 5–8 years in customer experience, healthcare privacy awareness (HIPAA), and proven VoC leadership, with a track record of turning insights into impactful roadmaps and enterprise-level initiatives.