What are the responsibilities and job description for the CX Strategist position at Request Technology, LLC?
No SPONSORSHIP - NO OPT
LOCATION: CHICAGO or DALLAS
HYBRID 3 DAYS ONSITE
DURATION: 1 YEAR
Looking for a candidate with 2-4 years CX, UX research design. Proficiency with data tools survey platforms spreadsheets analysts. Power BI, dashboard tools
- Conduct user interviews, contextual inquiry sessions, and surveys to understand how employees experience ETS services day-to-day
- Apply human-centered design (HCD) methods including empathy mapping, affinity diagramming, and co-design facilitation
- Support facilitation of journey mapping and service blueprint workshops, including preparation, documentation, synthesis, and follow-up
- Develop artifacts including personas, journey maps, affinity diagrams, and experience summaries
- Help design, deploy, and monitor feedback mechanisms across ETS touchpoints
- Maintain listening post data, ensuring responses are tracked and flagged for review
- Analyze incoming feedback on a regular cadence, identifying emerging themes to surface to the Senior CX Strategist
Dashboards and Reporting
- Support maintenance and evolution of CX dashboards, pulling data, updating visualizations, and preparing summaries
- Create clear, accessible presentations and reports translating data into actionable stories for technical and non-technical audiences
Action Planning and Jira/Kanban Coordination
- Maintain and groom CX-related backlog items in Jira, writing tickets, tracking status, flagging blockers, and following up on open items
- Support coordination of CX improvement sprints or Kanban lanes, helping the team maintain visibility and momentum
- Document meeting outcomes, decisions, and next steps to ensure continuity across CX workstreams
Technology and Service Awareness
- Develop working knowledge of ETS s technology stack and service catalog to contextualize employee feedback
- Flag experience risks or usability concerns observed during research related to technical changes, system migrations, or new tool rollouts
- Maintain active awareness of how AI and automation are changing internal service delivery
- EXPERIENCE REQUIRED
- 2 to 4 years of experience in CX, UX research, service design, or a related field
- Foundational knowledge of human-centered design (HCD) principles with ability to conduct empathy-based research and synthesize findings into actionable insights
- Experience facilitating or supporting workshops and qualitative research sessions
- Strong written and visual communication skills with ability to synthesize complex information into clear, compelling artifacts
- Proficiency with data tools: survey platforms, spreadsheet analysis, and basic dashboard tools (Excel, Google Sheets, Tableau, Power BI, or similar)
- Organized and detail-oriented with ability to manage multiple workstreams and keep tracking systems current
- Collaborative working style and demonstrated interest in technology and how people use it
- Familiarity with journey mapping or service design tools (Miro, Mural, FigJam, Figma, Lucidchart, UXPressia, or similar)
- Coursework, certification, or applied experience in human-centered design (IDEO Design Thinking, Double Diamond, Stanford d.school, or equivalent)
- Experience with ServiceNow Employee Center, ITSM surveys, and feedback capture; Qualtrics or SurveyMonkey survey design
- Exposure to ITSM environments, Help Desk workflows, or internal IT support contexts
- Experience using Jira, Jira Service Management, or similar Agile/Kanban project management tools
- Experience with Tableau, Power BI, or ServiceNow Performance Analytics dashboards
- Familiarity with Confluence for documentation and knowledge management
- Interest in AI and automation and how they shape the design of internal services
Salary : $20 - $28