CX UX Customer Experience Strategist

***We are unable to sponsor for this 6+ month straight contract role***

Prestigious Enterprise Company is currently seeking a CX UX Customer Experience Strategist for a  6+ month contract role. Candidate will work on customer experience, service design, or UX strategy.

Responsibilities:

Perform 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

Work management: Jira (Kanban boards, backlog management, epics, story creation); Confluence for documentation