Senior Customer Experience Strategist (Remote)

Lumicera; Austin (TX); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

20 days paid time off

4 weeks parental leave

9 paid holidays

401K company match up to 5%

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan and Prof. 

Professional Membership assistance

Referral Bonus Program – up to $750

Job summary

Lumicera Health Services in Austin, TX is hiring a Customer Experience Strategist to envision and prototype positive customer interactions. You will lead journey mapping, ideation, and events to elevate CX, identify key stakeholders, and guide strategic planning and CX/DX initiatives.

You will collaborate with business leaders, facilitate design thinking, and apply agile methods to deliver customer-centered roadmaps. Experience in healthcare privacy and VoC programs is welcomed.

Qualifications

• Bachelor’s degree in a business or technology related area of study or equivalent work experience.
• Certification recognized by a customer/user experience leader (CXPA, Forrester, Medallia, Nielsen Norman Group, HFI, IAOIP) preferred.
• 5-8 years of professional experience with customer experience related work required.
• Demonstrated experience researching trends and experiences required.
• Experience interviewing stakeholders and documenting results required.
• Knowledge of driving product ideas from concept to prototype required.
• Experience leading VoC efforts at an enterprise level required.
• Knowledge of healthcare industry practices, HIPAA, and applicable data privacy practices preferred.
• Participate in, adhere to, and support compliance program objectives
• The ability to consistently interact cooperatively and respectfully with other employees.

Responsibilities

• Research, identify, and assist in prioritizing and 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 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 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

Customer experience

Trend research

Stakeholder interviewing

VoC leadership

Design thinking

Agile

Education

Bachelor’s degree or equivalent in business/tech

Job description

Lumicera Health Services in Austin, TX is hiring a Customer Experience Strategist to envision and prototype positive customer interactions. You will lead journey mapping, ideation, and events to elevate CX, identify key stakeholders, and guide strategic planning and CX/DX initiatives.

You will collaborate with business leaders, facilitate design thinking, and apply agile methods to deliver customer-centered roadmaps. Experience in healthcare privacy and VoC programs is welcomed.