CX Strategist

NO SPONSORSIP - No OPT

CX Strategist 

• Looking for a range of experience levels ("small, medium, large") — someone still learning but has led some research
• Role is more tactical: executing research, facilitating findings, tracking Jira tickets

2-4 years cx / ux research design proficiency with data tools, survey platforms spreadsheets analysts dashboard tools. 

Research and Journey Mapping Support

•  Conduct user interviews, contextual inquiry sessions, and surveys to understand how employees experience 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

Dashboards and Reporting

•  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

Action Planning and Jira/Kanban Coordination

•  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

EXPERIENCE REQUIRED

•  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