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