Identify high-impact customer experiences for Prime to deliver on, and define the future state using methods, tools, and deliverables that emphasize superior, end-to-end experiences
Help teams empathize with customers by leading analysis of what people see, think, feel, and do at key points in their journeys; work with leaders to develop and track metrics to measure Customer Experience, and reveal gaps
Help teams make ideas visible through collaborative brainstorming, sketching, and discussions
Contribute to solution definition and requirements using persona-based journey maps, scenarios, process flows, service blueprints, and other tools/methods
Influence senior leaders and key decision makers to drive strategic initiatives into all facets of the business (i.e. product development, clinical, operations, sales, etc.), and ultimately, to deliver customer-facing solutions
Contribute to a multi-year Customer Experience roadmap and keep an eye on market changes, new technologies, and changing customer needs
Listen to our customers and leverage Customer Insights studies to identify experience improvements and innovation to meet current and possible future explicit, implicit, and latent needs
Influence design of interactions across all channels by building relationships, connecting people, and collecting insight across teams and office locations to develop holistic solutions
Engage employees and lead culture change to align Prime employee behaviors to Customer Experience principles

Bachelor’s Degree in user experience design, psychology, business, research, or marketing, or equivalent combination of education and/or relevant work experience; HS diploma or GED is required
7 years of work experience in Account Management, Strategic Marketing, Customer Insights, and/or Customer Experience across more than one customer interaction channel (e.g. digital, contact center, mail, text, social media, etc.)
Must be eligible to work in the United States without the need for work visa or residency sponsorship
An active listener and experienced facilitator who can use various methods to run constructive design discussions
Experience in human-centered research techniques, including ethnography and other discovery methods to understand and clearly convey people’s needs, goals, mental models, and behavior patterns
Passion for human-centered design as a way of helping people, and experience leading Design Thinking processes
Strong business and strategic acumen, with evidence of achieving results in complex settings
Ability to prioritize and make tradeoffs between customer experience impact and other variables (e.g. cost)
Familiarity with project management and reporting methods

Customer Experience Architect – Principal

Key skills