Vacancy expired!
- The ideal candidate has 3 + years of CX and/or UX experience including developing personas, journey maps and service blueprints
- Knowledge of core CX efforts end-to-end, including customer research, strategy, vision, design, development, testing, and associated change management practices
- Interview and workshop facilitation skills, both remote and in person, and with a variety of participants leveraging virtual collaboration tools
- Proficiency with journey mapping design tools
- Consumer-centric mindset with experience performing user research, user flow mapping and presenting options to stakeholders
- Familiarity with design thinking and related methodologies
- 2 years healthcare experience or related field
- Vendor management / relationships
- Develop and/or enhance end-to-end experience journey maps/ service blueprints along all customer lifecycle stages and touchpoints and provide recommendations which uncover opportunities to better meet the needs of our customers.
- Manage journey-mapping workshops, ensure proper creation of journey-mapping documents, and manage stakeholder participation and research
- Document current and future consumer journeys, identifying key activities, touchpoints, emotions, supporting data, and opportunities.
- Create and execute research along with other data such as analytics and market research to provide key insights and recommendations to resolve gaps to prioritize customer needs.
- Develop personas based on data and stakeholder input, quantify the value of addressing their needs and strategies to address.
- Assess processes, conduct research, leverage voice of the customer insights, gather data and solicit stakeholder feedback to develop journey maps spanning all audience channels, mediums, and devices.
- Effectively analyze journey maps for opportunities, pain points, moments that matter and inefficiencies across channels, touch points and platforms.
Vacancy expired!