Customer Experience Strategist

🕒 June 30

🐻 Alaska, Hawaii, +11 more states – Remote

🐻 Alaska – Remote 🌺 Hawaii – Remote 🦞 Maine – Remote 🗻 New Hampshire – Remote 🌶️ New Mexico – Remote 🌾 North Dakota – Remote 🎸 Mississippi – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🗿 South Dakota – Remote ⚔️ Virginia – Remote ⛰️ West Virginia – Remote 🦬 Wyoming – Remote

💵 $90.6k - $111.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Navitus Health Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

💼 Consulting

🛡️ Insurance

🏥 Healthcare

Consulting • Insurance • Healthcare

Navitus Health Solutions is a pharmacy benefit manager (PBM) that provides transparent, people-centered pharmacy benefit solutions to health plans, employers, government programs and other plan sponsors. The company operates a 100% pass-through, cost-plus model that emphasizes lowering medication costs, managing formularies, specialty drug management (including a cost-plus specialty pharmacy), claims adjudication, pharmacy network management, and member enablement and support services. Navitus positions itself as a fiduciary partner focused on affordability, compliance, clinical quality and improving health outcomes through tailored PBM services and digital health integrations.

📋 Description

• Research, identify, and assist in prioritizing and emerging experience trends. • Collaborate with business leaders on pre-project creation of vision or value statements. • Assist in creating future vision and gaining investment in short term successes. • Assist in the creation of long-term product strategies and roadmaps owned by other business and support units. • Utilize empirically proven ideation techniques to generate design ideas. • Document and produce experience artifacts including but not limited to customer journey maps. • Research and document customer interactions and implement improvements. • Research competitors / partners / companies and document findings. • Understand and apply design thinking to the overall customer experience. • Demonstrate expertise in agile EBM methodology including goal setting and measures. • Represent and champion the voice of the customer (VoC) for a portfolio of products. • Conduct experience tests to determine meaningful implementation of new features. • Facilitate and lead events to spread innovation and design thinking across the company. • Research, customize, and add standardized events to the team ideation offerings. • Engage stakeholders at regular intervals to ensure work remains aligned with business needs.

🎯 Requirements

• Bachelor’s degree in a business or technology related area of study or equivalent work experience required. • Certification recognized by a customer/user experience leader (CXPA, Forrester, Medallia, Neilsen Norman Group, HFI, IAOIP) preferred. • 5-8 years of professional experience with customer experience related work required. • Demonstrated experience researching trends and experiences required. • Experience interviewing stakeholders and documenting results required. • Knowledge of driving product ideas from concept to prototype required. • Experience leading VoC efforts at an enterprise level required. • Knowledge of healthcare industry practices, HIPAA, and applicable data privacy practices preferred. • Participate in, adhere to, and support compliance program objectives • The ability to consistently interact cooperatively and respectfully with other employees

🏖️ Benefits

• Top of the industry benefits for Health, Dental, and Vision insurance • 20 days paid time off • 4 weeks paid parental leave • 9 paid holidays • 401K company match of up to 5% - No vesting requirement • Adoption Assistance Program • Flexible Spending Account • Educational Assistance Plan and Professional Membership assistance • Referral Bonus Program – up to $750!