Senior CX Strategist

Request Technology, LLC; United States; Hybrid; USD 120,000 - 180,000; Full time

Job summary

Request Technology, LLC is seeking a Senior CX Strategist for a finance-focused firm. The role centers on CX design using human-centered methods, with senior stakeholder workshops and cross-functional collaboration across ITSM and enterprise service contexts.

The ideal candidate will oversee CX measurement programs, leverage tools like FigJam, Miro, and Power BI, and operate within an Agile/Kanban framework. Hybrid work arrangement includes onsite and remote days.

Qualifications

• 5+ years in customer experience, service design, or UX strategy with internal/employee focus
• Expert facilitator leading workshops with senior stakeholders and cross-functional teams
• Knowledge of human-centered design principles and empathy-led research methods
• Experience designing and operating CX measurement programs (surveys, dashboards, trend analysis)
• Strong analytical skills turning qualitative and quantitative data into clear narratives
• Experience in Agile/Kanban with Jira or equivalent work management tool

Responsibilities

• Lead and facilitate complex workshops with senior stakeholders and cross-functional teams
• Apply human-centered design to research, synthesis, and iterative design thinking
• Design and operate CX measurement programs including surveys and dashboards
• Synthesize data into narratives and set priorities for CX initiatives
• Work in Agile/Kanban environments using Jira or similar tools

Skills

Facilitation

Human-centered design

CX measurement

Data analysis

Agile / Kanban

Jira

Tools

FigJam/Figma

Miro

Mural

Lucidchart/Visio

UXPressia/Smaply

TheyDo

VoC platforms

Power BI/Tableau/PA

Job description

***Hybrid, 3 days onsite, 2 days remote***

***Long Term Contract***

A financial firm is looking for a Senior CX Strategist that will focus on CX design with human-centered design methodologies. The Sr. CX Strategist will need to possess expert level skills with the following tools; FigJam/Figma, Miro, Mural; Lucidchart or Visio for structured diagrams; UXPressia or Smaply for journey map portfolios; TheyDo for enterprise journey management.

Responsibilities:

• 5 or more years of experience in customer experience, service design, or UX strategy, with a meaningful portion in an internal or employee-facing context
• Expert facilitator with proven ability to lead complex workshops with senior stakeholders and cross-functional teams, including journey mapping and service blueprinting
• Working knowledge of human-centered design (HCD) principles and methods, with ability to apply empathy-led research, synthesis, and iterative design thinking
• Deep experience designing and operating CX measurement programs: surveys, listening posts, dashboards, and trend analysis
• Strong analytical skills with ability to synthesize qualitative and quantitative data into clear narratives and priorities
• Experience working in Agile or Kanban environments with proficiency in Jira or equivalent work management tools

Qualifications:

• Experience in IT service management (ITSM) environments, Help Desk operations, or enterprise technology support contexts
• Familiarity with ServiceNow (Employee Center, ITSM/CSM modules) from a user experience perspective
• Exposure to enterprise integration patterns, automation platforms (Power Automate, Zapier, MuleSoft), or AI/ML tools in a service context
• Formal background in human-centered design methodologies (IDEO Design Thinking, Double Diamond, Stanford d.school, or equivalent)
• Experience building or contributing to an internal CX practice from the ground up
• Expert-level facilitation tools: FigJam/Figma, Miro, Mural; Lucidchart or Visio for structured diagrams; UXPressia or Smaply for journey map portfolios; TheyDo for enterprise journey management
• VoC/feedback platforms: SurveyMonkey, Qualtrics, Medallia, or InMoment
• Dashboards and analytics: Power BI, Tableau, ServiceNow Performance Analytics