Our client is seeking a CX Strategist to help improve how employees experience internal technology services (ETS) by applying human-centered design practices to gather insights, map journeys, and turn feedback into actionable improvements.

This is a contract opportunity that is hybrid to downtown Chicago.

RESPONSIBILITIES:

• Conduct user interviews, surveys, and contextual research to understand employee experiences
• Apply HCD methods (empathy mapping, affinity diagramming, co-design)
• Support and facilitate journey mapping and service blueprint workshops
• Develop CX artifacts such as personas, journey maps, and experience summaries
• Design and manage feedback mechanisms across ETS touchpoints
• Monitor and analyze feedback data to identify trends and emerging insights
• Maintain CX dashboards and update visualizations (Excel, Tableau...