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.This is a contract opportunity that is hybrid to downtown Chicago. RESPONSIBILITIES: Lead end-to-end CX initiatives using human-centered design principlesDesign and facilitate complex workshops (journey mapping, service blueprinting, co-design) with senior stakeholdersDrive qualitative and quantitative research to uncover employee insights and opportunitiesOwn and evolve CX measurement programs (VoC, surveys, listening posts, dashboards)Synthesize data into clear narratives, trends, and prioritized recommendationsGuide creation of CX artifacts (journey maps, service blueprints, experience frameworks)Identify experience risks tied to technology changes, automation, and service delivery modelsOperate within Agile/Kanban environments, managing CX initiatives via JiraQUALIFICATIONS: 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 perspectiveDashboards and analytics: Power BI, Tableau, ServiceNow Performance AnalyticsWork management: Jira (Kanban boards, backlog management, epics, story creation); Confluence for documentation