Customer Experience (CX) Architect #4405

Responsibilities:

• Understand current state and define future state experiences: 
• Pursue, consume, and synthesize sources of customer research and feedback to understand customer goals, critical needs, activities, pain points, thoughts, and feelings.
• Use a variety of customer experience tools and artifacts to document, visualize, and tell the story of current and future state experiences. 
• Conceive experience-driven solutions that fulfill customer needs, address known problems, and deliver tangible value/benefit to customers. 
• Paint the picture of the future state, gain agreement to CX initiatives through business cases and cross-functional alignment, and collaborate with cross-functional teams to design and deliver solutions. 
• Contribute to and drive action toward the CX vision and strategic priorities. 


Own and drive CX point of view and requirements for corporate strategic initiatives: 
• Help define, design, and support the delivery of end-to-end CX excellence across products, services, touchpoints, and B2B implementations. 
• Lead CX sub-teams and/or workstreams in corporate initiatives driven by cross-functional teams (e.g. product roadmap development) 
• Document and audit CX “launch readiness” for all key commercial launches. Identify risks and gaps, ensure no dead-ends in the experience, propose CX improvements and innovation, and iterate quickly based on market feedback. 
Plan and execute CX culture-building programs and tactics: 
• Drive a culture of CX-centricity at GRAIL. Plan and execute internal programs that engage all employees in the importance of, and delivery of, customer experiences.
The CX Architect is a: 
• Customer Experience Professional: Proficient in using a variety of CX tools and artifacts (e.g. empathy maps, journey maps, customer blueprints, jobs to be done, etc.) in storytelling, visualizing the customer experience, and influencing decision-making. The CX Architect is a subject matter expert in the CX profession, with experience in research and voice of customer analysis, design thinking, CX prioritization methods, and CX measurement.  
• Customer Advocate: Knowledgeable and passionate, representing the voice of the customer (patient, provider, B2B customers, etc.) in both cross-functional and experience-driven initiatives. The CX Architect is curious and persistent about understanding stated and unstated needs, figuring out the “why” behind human behavior, and solving for both big picture customer goals and the details that can make or break an experience.  
• Connector: Skilled in connecting and seeing connections. The CX Architect connects dots across varied customer feedback sources to develop insights and often non-obvious solution opportunities, sees interdependencies between upstream experiences and downstream consequences, ensures cohesion across multi-channel touchpoints, and identifies linkages across the company and healthcare ecosystem that help inform and improve end-to-end customer experiences. 

Preferred Qualifications:

• Bachelor’s degree; MBA or MPH preferred 
• Minimum 12 years experience in customer experience and/or service design, or equivalent experience in product management and/or marketing with a strong orientation toward consumer/customer research and human-centered design 
• Healthcare or related industry knowledge a plus 
• Passion for the importance of CX in delivering on GRAIL’s mission
• Ability to build relationships across teams and functions, both internally and externally with key team members and healthcare ecosystem partners 
• Strong analytical, data-based orientation to making recommendations and supporting decision-making 
• Ability to think both big picture and at the tactical level, from vision and strategy 
• development to hands-on, roll-up-the-sleeves execution
• Familiarity with CX and Design tools like Figma, LucidChart, UserTesting, and Qualtrics is helpful.