Senior Customer Experience (CX) Strategist

Senior Customer Experience (CX) Strategist
Rate: up to $30 USD per hour
Location: Chicago, IL 60606, US or Coppell, TX 75019, US
Hybrid: 3 days onsite, 2 days remote

Do you have the following skills, experience and drive to succeed in this role Find out below.

*This role is not available to third-party firms or recruiters*

Responsibilities
Conduct user interviews, contextual inquiry sessions, and surveys to understand how employees experience Enterprise Technology Solutions (ETS) services day-to-day
Apply human-centered design (HCD) methods including empathy mapping, affinity diagramming, and co-design facilitation
Support facilitation of journey mapping and service blueprint workshops, including preparation, documentation, synthesis, and follow-up
Develop artifacts including personas, journey maps, affinity diagrams, and experience summaries
Help design, deploy, and monitor feedback mechanisms across ETS touchpoints
Support maintenance and evolution of CX dashboards, pulling data, updating visualizations, and preparing summaries
Create clear, accessible presentations and reports translating data into actionable stories for technical and non-technical audiences
Maintain and groom CX-related backlog items in Jira, writing tickets, tracking status, flagging blockers, and following up on open items
Support coordination of CX improvement sprints or Kanban lanes, helping the team maintain visibility and momentum
Document meeting outcomes, decisions, and next steps to ensure continuity across CX workstreams
Develop working knowledge of ETS’s technology stack and service catalog to contextualize employee feedback

Qualifications
2 to 4 years of experience in CX, UX research, service design, or a related field
Foundational knowledge of human-centered design (HCD) principles with ability to conduct empathy-based research and synthesize findings into actionable insights
Experience facilitating or supporting workshops and qualitative research sessions
Strong written and visual communication skills with ability to synthesize complex information into clear, compelling artifacts
Proficiency with data tools: survey platforms, spreadsheet analysis, and basic dashboard tools (Excel, Google Sheets, Tableau, Power BI, or similar)
Organized and detail-oriented with ability to manage multiple workstreams and keep tracking systems current
Collaborative working style and demonstrated interest in technology and how people use it xsgimln
Familiarity with journey mapping or service design tools (Miro, Mural, FigJam, Figma, Lucidchart, UXPressia, or similar)
Coursework, certification, or applied experience in human-centered design (IDEO Design Thinking, Double Diamond, Stanford d.school, or equivalent)
Experience with ServiceNow Employee Center, ITSM surveys, and feedback capture; Qualtrics or SurveyMonkey survey design
Exposure to ITSM environments, Help Desk workflows, or internal IT support contexts
Experience using Jira, Jira Service Management, or similar Agile/Kanban project management tools
Experience with Tableau, Power BI, or ServiceNow Performance Analytics dashboards
Familiarity with Confluence for documentation and knowledge management
Interest in AI and automation and how they shape the design of internal services