Customer Experience Strategist

This is a fully remote position, open to applicants in Alaska, +12 more states.

📋 Description

• Conduct research to identify and prioritize emerging experience trends.

• Partner with business leaders to create vision or value statements during the pre-project phase.

• Aid in the formulation of future visions and secure investment for short-term achievements.

• Contribute to the development of long-term product strategies and roadmaps that are managed by other business and support units.

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

• Document and create experience artifacts, including but not limited to customer journey maps.

• Investigate and document customer interactions while implementing enhancements.

• Analyze competitors, partners, and companies, and compile findings.

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

• Exhibit expertise in agile Evidence-Based Management (EBM) methodology, including goal setting and performance metrics.

• Advocate for and represent the voice of the customer (VoC) across a portfolio of products.

• Execute experience tests to assess the effective implementation of new features.

• Organize and lead events to promote innovation and design thinking throughout the organization.

• Research and tailor standardized events to enhance the team’s ideation offerings.

• Engage stakeholders regularly to ensure alignment of work with business requirements.

⛳️ Requirements

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

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

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

• Proven experience in researching trends and various customer experiences is necessary.

• Experience in interviewing stakeholders and documenting findings is required.

• Ability to drive product ideas from concept through to prototype is essential.

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

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

• Commitment to participate in, support, and adhere to compliance program objectives.

• Strong ability to interact cooperatively and respectfully with other employees consistently.

🏝️ 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 matching up to 5% with no vesting requirement.

• Adoption Assistance Program.

• Flexible Spending Account.

• Educational Assistance Plan and support for Professional Memberships.

• Referral Bonus Program offering up to $750!