Customer Experience Strategist

This is a fully remote position, open to applicants in Alabama, +26 more states.

📋 Description

• Conduct research to identify and prioritize emerging experience trends.

• Work collaboratively with business leaders to develop vision or value statements prior to project initiation.

• Support the creation of a future vision and secure investment in short-term achievements.

• Assist in formulating long-term product strategies and roadmaps managed by other business and support units.

• Employ empirically validated ideation techniques to generate innovative design concepts.

• Create and document experience artifacts, such as customer journey maps.

• Investigate customer interactions and implement enhancements based on findings.

• Analyze competitors, partners, and industry players to document insights.

• Grasp and apply design thinking principles to enhance the overall customer experience.

• Exhibit proficiency in agile Evidence-Based Management (EBM) methodologies, including goal setting and measurement.

• Act as the representative and advocate for the voice of the customer (VoC) within a product portfolio.

• Conduct experience testing to evaluate the meaningful implementation of new features.

• Facilitate and lead initiatives to promote innovation and design thinking throughout the organization.

• Research, tailor, and incorporate standardized events into the team’s ideation offerings.

• Engage with stakeholders regularly to ensure alignment with business objectives.

• Perform additional duties as assigned.

⛳️ Requirements

• A bachelor’s degree in a business or technology-related field or equivalent professional experience is required.

• 5-8 years of professional experience in customer experience roles is required.

• Proven experience in researching trends and customer experiences is required.

• Experience in interviewing stakeholders and accurately documenting results is required.

• Knowledge of transforming product ideas from concept to prototype is required.

• Experience leading VoC initiatives at an enterprise level is required.

• Active participation in, adherence to, and support for compliance program objectives is essential.

• Ability to consistently interact cooperatively and respectfully with colleagues is necessary.

• A certification recognized by a customer/user experience authority (CXPA, Forrester, Medallia, Nielsen Norman Group, HFI, IAOIP) is preferred.

• Familiarity with healthcare industry practices, HIPAA regulations, and relevant data privacy standards is preferred.

🏝️ Benefits

• Comprehensive industry-leading benefits for health, dental, and vision insurance.

• 20 days of paid time off.

• 4 weeks of paid parental leave.

• 9 paid holidays.

• 401K company match of up to 5% with no vesting requirement.

• Adoption Assistance Program.

• Flexible Spending Account.

• Educational Assistance Plan and support for Professional Memberships.

• Referral Bonus Program – earn up to $750!