Customer Experience Strategist

Navitus Health Solutions, LLC • ,

2d • $90,593 - $111,157 • Remote

About The Position

Lumicera Health Services is seeking a Customer Experience Strategist to envision, design, and prototype positive customer interactions. The role leads journey mapping, ideation, and other facilitated events to enhance the customer experience, while identifying and serving key stakeholders. The strategist identifies and leads visionary and prototyping activities, participates in strategic planning, and leads implementation efforts for the CX/DX department.

Requirements

• Bachelor’s degree in a business- or technology-related area of study, or equivalent work experience.
• 5–8 years of professional experience in customer experience-related work.
• Demonstrated experience researching trends and experiences.
• Experience interviewing stakeholders and documenting results.
• Knowledge of driving product ideas from concept to prototype.
• Experience leading enterprise-level voice-of-customer efforts.
• Ability to consistently interact cooperatively and respectfully with other employees.

Nice To Haves

• Certification recognized by a customer/user experience leader, such as CXPA, Forrester, Medallia, Nielsen Norman Group, HFI, or IAOIP.
• Knowledge of healthcare industry practices, HIPAA, and applicable data privacy practices.

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 a future vision and gaining investment in short-term successes.
• Assist in creating long-term product strategies and roadmaps owned by other business and support units.
• Use 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, and 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’s ideation offerings.
• Engage stakeholders at regular intervals to ensure work remains aligned with business needs.
• Perform other duties as assigned.
• Participate in, adhere to, and support compliance program objectives.

Benefits

• Health, dental, and vision insurance.
• 20 days of paid time off.
• Four weeks of paid parental leave.
• Nine paid holidays.
• 401(k) company match of up to 5%, with no vesting requirement.
• Adoption Assistance Program.
• Flexible Spending Account.
• Educational Assistance Plan and professional membership assistance.
• Referral bonus program of up to $750.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level