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

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

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

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