Customer Experience Strategist

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. 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.

About the role

The Customer Experience Strategist will help envision, design, and create prototypes of positive customer interactions. This role leads journey maps, ideation, and other facilitated events to enhance customer experience. Identifying and serving key stakeholders is critical. The Customer Experience Strategist will identify and lead visionary and prototyping activity, participate in strategic planning, and lead implementation efforts for the CX/DX department.

Responsibilities

• Research, identify, and assist in prioritizing emerging 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 empirically 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, and 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.

Requirements

• 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.

Benefits

• 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.

Pay

USD $90,593.00 – USD $111,157.00 per year, plus a STAR bonus of up to 5%.

Schedule

Monday through Friday, 8:00 AM to 5:00 PM.

Remote work is not available to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, West Virginia, and Wyoming.