Senior Remote CX Strategy Lead

Lumicera; Denver (CO); Remote; USD 90,000 - 135,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

20 days PTO

Parental leave (4 weeks)

Holidays (9)

401K company match (up to 5%)

Adoption assistance

FSA

Education assistance and professional‑

Referral bonus program

Job summary

Lumicera Health Services is seeking a Customer Experience Strategist to join our team. The role envisions, designs, and prototypes positive customer interactions, leading journey maps, ideation, and events to enhance CX. The strategist identifies key stakeholders and leads VoC initiatives across a CX/DX portfolio.

Responsibilities include researching trends, shaping long-term product visions, and driving agile, evidence-based approaches. Collaboration with leadership is essential.

Qualifications

• Bachelor’s degree in a business or technology related area of study or equivalent work experience required.
• Certification recognized by a CX leader (CXPA, Forrester, Medallia, Nielsen Norman Group, HFI, IAOIP) preferred.
• 5–8 years of professional experience with customer experience related work required.
• 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.

Responsibilities

• 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.
• Utilize ideation techniques to generate design ideas.
• Document and produce experience artifacts including journey maps.
• Research customer interactions and implement improvements.
• Research competitors/partners and document findings.
• Apply design thinking to the overall customer experience.
• Demonstrate expertise in agile EBM methodology including goal setting and measures.
• Represent the voice of the customer for a portfolio of products.
• Conduct experience tests for new features.
• Facilitate events to spread innovation and design thinking.
• Engage stakeholders to stay aligned with business needs.

Skills

Stakeholder interviews

VoC leadership

Research trends

Design thinking

Agile EBM methods

Education

Bachelor’s degree in business or technology

Job description

Lumicera Health Services is seeking a Customer Experience Strategist to join our team. The role envisions, designs, and prototypes positive customer interactions, leading journey maps, ideation, and events to enhance CX. The strategist identifies key stakeholders and leads VoC initiatives across a CX/DX portfolio.

Responsibilities include researching trends, shaping long-term product visions, and driving agile, evidence-based approaches. Collaboration with leadership is essential.