Senior Customer Design – Technology Consultant

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Act as the primary user, designer, problem solver, and advocate for essential customer experience technology products.

• Create, modify, and implement processes and digital products that prioritize customer satisfaction.

• Lead interdisciplinary teams in determining the appropriate usage of technologies, including timing and location.

• Serve as the main point of contact between business and technical teams.

• Foster relationships with leaders and stakeholders across customer experience, operations, digital business, IT, data warehousing, and Human Resources.

• Gather and prioritize stakeholder needs and communicate them effectively.

• Convert customer requirements into actionable designs and business specifications.

• Assess current processes through observation, interviews, process mapping, customer journey diagrams, and data flows.

• Develop dependable and scalable workflows and operational processes.

• Conduct analysis of technical products and research market technologies.

• Identify, investigate, monitor, and resolve intricate project deliverables.

• Collaborate with stakeholders to create scorecards and dashboards that track ongoing progress.

• Align user and customer experiences with external inputs to validate scope and preferences.

• Oversee complex projects from inception to completion.

• Create and present information to leadership audiences.

• Shadow operational teams and investigate industry best practices.

• Work in partnership with IT, data, and analytics teams.

⛳️ Requirements

• Bachelor’s degree in business, technology, engineering, or a related discipline.

• Minimum of five to seven years of experience in customer or operations technology.

• Extensive experience in designing and utilizing technical products.

• Proficient in database usage.

• Familiarity with customer relationship management data.

• Experience with email/text automation.

• Knowledge of electronic health record systems.

• Outstanding communication abilities.

• Skill in translating technical concepts into understandable terms for business and leadership audiences.

• Comfortable with public speaking to large groups.

• Capability to manage conflicts and balance system needs with organizational priorities.

• Ability to formulate a clear, practical, and actionable vision.

• Results-driven strategic and systems leadership skills.

• Competence in effectively interacting with and influencing both internal and external stakeholders.

• Strong problem-solving and analytical capabilities.

• Detail-oriented, capable of overseeing projects from start to finish.

• Salesforce certification is highly preferred.

• Lean, Six Sigma, Scrum, or Agile certification is advantageous.

• Experience in knowledge/content management and feature development of CRM applications.

🏝️ Benefits

• Comprehensive total rewards package.

• Drug-free workplace.

• Flexible remote work options.