Customer Experience Strategist

Company Navitus About Us Navitus - Putting People First in Pharmacy - Navitus was founded as an alternative to traditional pharmacy benefit manager (PBM) models. We are committed to removing cost from the drug supply chain to make medications more affordable for the people who need them. At Navitus, our team members work in an environment that celebrates diversity, fosters creativity and encourages growth. We welcome new ideas and share a passion for excellent service to our customers and each other._____________________________________________________________________________________________________________________________________________________________________________________________________________. Current associates must use SSO login option at https://employees-navitus.icims.com/ to be considered for internal opportunities. ____________________________________________________We are committed to providing equal employment opportunity to all applicants and employees and comply with all applicable nondiscrimination regulations, including those related to protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or handicap. Pay Range USD $90,593.00 - USD $111,157.00 /Yr. STAR Bonus % (At Risk Maximum) 5.00 - Salaried Non-Management except pharmacists Work Schedule Description (e.g. M-F 8am to 5pm) M-F 8am to 5pm Remote Work Notification ATTENTION: Navitus is unable to offer remote work to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, West Virginia, and Wyoming. Overview 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. Is this you? Find out more below! Responsibilities How do I make an impact on my team? Research, identify, and assist in prioritizing and emgering 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 empiracally 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 Qualifications What our team expects from you? Bachelor’s degree in a business or technology related area of study or equivalent work experience required. Certification recognized by a customer/user experience leader (CXPA, Forrester, Medallia, Neilsen Norman Group, HFI, IAOIP) preferred. 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. Knowledge of healthcare industry practices, HIPAA, and applicable data privacy practices preferred. Participate in, adhere to, and support compliance program objectives The ability to consistently interact cooperatively and respectfully with other employees What can you expect from Navitus? Top of the industry benefits for Health, Dental, and Vision insurance 20 days paid time off 4 weeks paid parental leave 9 paid holidays 401K company match of up to 5% - No vesting requirement Adoption Assistance Program Flexible Spending Account Educational Assistance Plan and Professional Membership assistance Referral Bonus Program – up to $750! #LI-Remote Location : Address Remote Location : Country US