Customer Experience Architect Principal - Remote

Prime Therapeutics LLC

Job Overview

Location

Home

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Experience Architect Principal at Prime Therapeutics, you will serve as the voice of the customer, shaping how members, clients, healthcare professionals, and stakeholders interact with the organization across all touchpoints—digital, contact center, mail, text, social media, and more—ensuring every experience is human-centered, seamless, and aligned with Prime’s mission to connect care beyond profits.
• You will lead the design and evolution of end-to-end customer journeys by identifying high-impact experiences, synthesizing insights from qualitative and quantitative research, and translating them into actionable strategies, journey maps, service blueprints, and design requirements that influence product development, clinical operations, sales, and enterprise-wide initiatives.
• Day to day, you will facilitate collaborative workshops using Design Thinking methods to help teams empathize with customers through persona-based scenarios, sketching, and journey mapping; analyze what customers see, think, feel, and do at critical moments; and develop and track CX metrics to uncover gaps and measure progress toward experience goals.
• You will partner with cross-functional leaders to influence strategic decision-making, advocating for customer-centric solutions in product development, clinical programs, and operational planning, while building relationships across teams and locations to ensure holistic, channel-consistent experiences.
• You will contribute to a multi-year Customer Experience roadmap by monitoring market trends, emerging technologies, and evolving customer needs, leveraging Customer Insights studies to anticipate both explicit and latent needs and drive innovation in service design.
• You will energize and enable Prime employees to adopt a customer-first mindset by leading culture change initiatives, facilitating training, and modeling behaviors that embed CX principles into everyday work, ensuring employees feel empowered to act as advocates for the customer.
• You will strengthen your expertise in human-centered design, strategic influence, and cross-functional leadership while gaining deep exposure to the healthcare and PBM industry, positioning yourself as a trusted advisor who bridges customer empathy with business outcomes.
• You will have the opportunity to shape Prime’s long-term CX vision, leaving a measurable legacy in how the organization listens to, understands, and serves its diverse customer base—directly impacting satisfaction, loyalty, and health outcomes.

🎯 Requirements

• Bachelor’s Degree in user experience design, psychology, business, research, marketing, or equivalent combination of education and relevant work experience; HS diploma or GED 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)
• Proven ability to lead Design Thinking processes, facilitate constructive design discussions, and apply human-centered research techniques such as ethnography to uncover customer needs, goals, and behaviors

🏖️ Benefits

• Competitive salary range of $108,000.00 - $184,000.00 based on experience and skills
• Access to comprehensive benefits package via Prime Therapeutics’ Benefits Page, including health, wellness, and retirement options
• Equal opportunity and affirmative action employer committed to diversity, inclusion, and providing reasonable accommodations for qualified individuals with disabilities

Skills & Technologies

Senior

Remote

Degree Required

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Prime Therapeutics LLC

Visit Website

About Prime Therapeutics LLC

Prime Therapeutics LLC is a pharmacy benefit management company founded in 1989 and headquartered in Eagan, Minnesota. It administers prescription drug plans on behalf of health plans, employers, and government programs, processing claims, negotiating rebates, managing formularies, and operating specialty pharmacies. Owned by a consortium of Blue Cross and Blue Shield plans, the company serves over 40 million members nationwide while focusing on cost control, clinical outcomes, and member safety.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.