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
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