CX Strategist

No SPONSORSHIP - NO OPT

LOCATION: CHICAGO or DALLAS

HYBRID 3 DAYS ONSITE

DURATION: 1 YEAR

Looking for a candidate with 2-4 years CX, UX research design. Proficiency with data tools survey platforms spreadsheets analysts. Power BI, dashboard tools

• 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
• Help design, deploy, and monitor feedback mechanisms across ETS touchpoints
• Maintain listening post data, ensuring responses are tracked and flagged for review
• Analyze incoming feedback on a regular cadence, identifying emerging themes to surface to the Senior CX Strategist

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

Technology and Service Awareness

• Develop working knowledge of ETS s technology stack and service catalog to contextualize employee feedback
• Flag experience risks or usability concerns observed during research related to technical changes, system migrations, or new tool rollouts
• Maintain active awareness of how AI and automation are changing internal service delivery
• 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