Senior CX Strategist

Hybrid, 3 days onsite, 2 days remote Long Term Contract A financial firm is looking for a Senior CX Strategist that will focus on CX design with human-centered design methodologies. The Sr. CX Strategist will need to possess expert level skills with the following tools; FigJam/Figma, Miro, Mural; Lucidchart or Visio for structured diagrams; UXPressia or Smaply for journey map portfolios; TheyDo for enterprise journey management. Responsibilities 5 or more years of experience in customer experience, service design, or UX strategy, with a meaningful portion in an internal or employee-facing context Expert facilitator with proven ability to lead complex workshops with senior stakeholders and cross-functional teams, including journey mapping and service blueprinting Working knowledge of human-centered design (HCD) principles and methods, with ability to apply empathy-led research, synthesis, and iterative design thinking Deep experience designing and operating CX measurement programs: surveys, listening posts, dashboards, and trend analysis Strong analytical skills with ability to synthesize qualitative and quantitative data into clear narratives and priorities Experience working in Agile or Kanban environments with proficiency in Jira or equivalent work management tools Qualifications Experience in IT service management (ITSM) environments, Help Desk operations, or enterprise technology support contexts Familiarity with ServiceNow (Employee Center, ITSM/CSM modules) from a user experience perspective Exposure to enterprise integration patterns, automation platforms (Power Automate, Zapier, MuleSoft), or AI/ML tools in a service context Formal background in human-centered design methodologies (IDEO Design Thinking, Double Diamond, Stanford d.school, or equivalent) Experience building or contributing to an internal CX practice from the ground up Expert-level facilitation tools: FigJam/Figma, Miro, Mural; Lucidchart or Visio for structured diagrams; UXPressia or Smaply for journey map portfolios; TheyDo for enterprise journey management VoC/feedback platforms: SurveyMonkey, Qualtrics, Medallia, or InMoment Dashboards and analytics: Power BI, Tableau, ServiceNow Performance Analytics #J-18808-Ljbffr Request Technology