Customer Experience Strategist

Navitus Health Solutions, LLC•,

1d•$90,593 - $111,157•Remote

About The Position

Navitus Health Solutions is seeking a Customer Experience Strategist to join our team! The Customer Experience Strategist will help envision, design, and create prototypes of positive customer interactions. Journey maps, ideation, and other facilitated events to enhance customer experience will be led by this role. Identifying and serving key stakeholders is critical to this role. The Customer Experience Strategist will identify and lead visionary and prototyping activity. The role will participate in strategic planning and lead implementation efforts for the CX/DX department.

Requirements

Bachelor’s degree in a business or technology related area of study or equivalent work experience required.
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.
Participate in, adhere to, and support compliance program objectives
The ability to consistently interact cooperatively and respectfully with other employees

Nice To Haves

Certification recognized by a customer/user experience leader (CXPA, Forrester, Medallia, Neilsen Norman Group, HFI, IAOIP) preferred.
Knowledge of healthcare industry practices, HIPAA, and applicable data privacy practices preferred.

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