Customer Experience Architect Principal - Remote

At Prime Therapeutics (Prime), we are a different kind of PBM, with a purpose beyond profits and a unique ability to connect care for those we serve. Looking for a purpose-driven career? Come build the future of pharmacy with us.Job Posting TitleCustomer Experience Architect Principal - RemoteJob DescriptionThe Customer Experience Architect acts as the voice of Prime’s customers and helps teams think about and design experiences that solve customer problems and help them achieve their goals. This position is responsible for influencing every way customers interact with Prime Therapeutics, for multiple customer types (members, clients, health care professionals, and other stakeholders), working in all channels (digital, contact center, mail, text, social media, etc.), and considering people, processes, information, and technology in customers’ end-to-end experiences. This role is also responsible for developing Customer Experience strategies and partnering with other teams and leaders to effectively share findings, recommendations, design requirements, and success measures. This position is responsible for engaging, energizing, and enabling Prime employees to think about customers as the central focus of our business.ResponsibilitiesIdentify 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 experiencesHelp 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 gapsHelp teams make ideas visible through collaborative brainstorming, sketching, and discussionsContribute to solution definition and requirements using persona-based journey maps, scenarios, process flows, service blueprints, and other tools/methodsInfluence 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 solutionsContribute to a multi-year Customer Experience roadmap and keep an eye on market changes, new technologies, and changing customer needsListen to our customers and leverage Customer Insights studies to identify experience improvements and innovation to meet current and possible future explicit, implicit, and latent needsInfluence design of interactions across all channels by building relationships, connecting people, and collecting insight across teams and office locations to develop holistic solutionsEngage employees and lead culture change to align Prime employee behaviors to Customer Experience principlesOther duties as assignedMinimum QualificationsBachelor’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 required7 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 sponsorshipAdditional QualificationsAn active listener and experienced facilitator who can use various methods to run constructive design discussionsExperience in human-centered research techniques, including ethnography and other discovery methods to understand and clearly convey people’s needs, goals, mental models, and behavior patternsPassion for human-centered design as a way of helping people, and experience leading Design Thinking processesCuriosity to dig several layers deep into data, and have an innate desire to understand key driversStrong business and strategic acumen, with evidence of achieving results in complex settingsAbility to prioritize and make tradeoffs between customer experience impact and other variables (e.g. cost)Familiarity with project management and reporting methodsStrong ability to influence in a way that leads to collaboration and alignmentDemonstrated visual design skillsPreferred QualificationsExperience in healthcare, Pharmacy Benefits Management, or other highly regulated industryExperience developing business case analysesMBA or other related advanced degreeProficient in Microsoft Office software with strong PowerPoint skillsEvery employee must understand, comply with and attest to the security responsibilities and security controls unique to their job, and comply with all applicable legal, regulatory, and contractual requirements and internal policies and proceduresEvery employee must be able to perform the essential functions of the job and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions, absent undue hardship. In addition, Prime retains the right to chan