Remote Senior CX Strategist

Lumicera; Carson City (NV); Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health, Dental, Vision insurance

PTO 20 days

Parental leave 4 weeks

9 holidays

401K match 5%

Adoption assistance

FSA

Education assistance

Referral bonus $750

Job summary

Lumicera Health Services seeks a Customer Experience Strategist to envision, design, and prototype positive customer interactions. You will lead journey mapping, ideation, and events to enhance CX and drive strategic planning across the CX/DX department.

Responsibilities include researching trends, collaborating with business leaders, and developing long-term product strategies while championing the voice of the customer for a portfolio of products.

Qualifications

• Bachelor’s degree or equivalent work experience required.
• 5-8 years of professional experience in customer experience.
• Experience researching trends and customer 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, adhere to, and support compliance program objectives.
• Ability to interact cooperatively and respectfully with others.

Responsibilities

• Research, identify, and assist in prioritizing 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 creating long-term product strategies and roadmaps owned by other 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.
• 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 implementation of new features.
• Facilitate and lead events to spread innovation and design thinking.
• Research, customize, and add standardized events to ideation offerings.
• Engage stakeholders regularly to stay aligned with business needs.
• Other duties as assigned

Skills

Customer experience

Design thinking

Voice of customer

Agile EBM

Stakeholder engagement

Journey mapping

Education

Bachelor’s degree in business or technology

Tools

CX tools

Job description

Lumicera Health Services seeks a Customer Experience Strategist to envision, design, and prototype positive customer interactions. You will lead journey mapping, ideation, and events to enhance CX and drive strategic planning across the CX/DX department.

Responsibilities include researching trends, collaborating with business leaders, and developing long-term product strategies while championing the voice of the customer for a portfolio of products.