Senior Customer Experience Strategist

We’re seeking a Senior CX Strategist to lead the design and evolution of employee-facing technology experiences. This role will drive human-centered design initiatives, CX measurement strategy, and cross-functional alignment to improve how internal services are delivered.

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This is a contract opportunity that is hybrid to downtown Chicago.

RESPONSIBILITIES:

Lead end-to-end CX initiatives using human-centered design principles
Design and facilitate complex workshops (journey mapping, service blueprinting, co-design) with senior stakeholders
Drive qualitative and quantitative research to uncover employee insights and opportunities
Own and evolve CX measurement programs (VoC, surveys, listening posts, dashboards)
Synthesize data into clear narratives, trends, and prioritized recommendations
Guide creation of CX artifacts (journey maps, service blueprints, experience frameworks)
Identify experience risks tied to technology changes, automation, and service delivery models
Operate within Agile/Kanban environments, managing CX initiatives via Jira

QUALIFICATIONS:

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5+ years of experience in CX, UX strategy, or service design (internal/employee experience preferred)
Familiarity with ServiceNow (Employee Center, ITSM/CSM modules) from a user experience perspective
Dashboards and analytics: Power BI, Tableau, ServiceNow Performance Analytics
Work management: Jira (Kanban boards, backlog management, epics, story creation); Confluence for documentation