Prime Therapeutics

Customer Experience Architect – Principal

Prime Therapeutics

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $108,000 - $184,000 per year

Job Level

Lead

About the role

  • 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

Requirements

  • 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
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work arrangements
  • Professional development opportunities
  • Paid time off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
user experience designcustomer insightshuman-centered research techniquesdesign thinkingethnographyjourney mappingprocess flowsservice blueprintsstrategic marketingaccount management
Soft Skills
active listeningfacilitationcollaborative brainstorminginfluencingrelationship buildingculture change leadershipprioritizationstrategic acumenempathycommunication