Shokworks is looking for a highly skilled Senior CX Strategist / Product Experience Designer to help define and shape complex digital products from the customer and business perspective.

We are looking for someone who can take ambiguous problems, understand customer needs, business goals, operational constraints, and technical realities, and translate them into clear product and experience strategies.

This role is idóneo for a professional with strong experience in Customer Experience Strategy, Product Discovery, UX Research, Service Design, and Product Definition, with the ability to guide teams from early discovery through validation and implementation.

Experience in healthcare or health-tech is strongly preferred, especially for products involving complex workflows, multiple user types, sensitive data, or regulated environments.

Role Overview The Senior CX Strategist / Product Experience Designer will work closely with Product, Engineering, Business, Operations, and Leadership teams to define what should be built, why it matters, and how the overall customer experience should work.

You will lead discovery, customer research, journey mapping, product definition, concept validation, and strategic alignment across teams.

This is not a purely visual design role. While strong UX and product design capabilities are valuable, the primary focus is on customer experience strategy, product discovery, problem definition, and experience architecture.

What You’ll Do

- Lead product discovery and customer experience definition for new and existing digital products.
- Identify customer problems, pain points, unmet needs, and opportunity areas through qualitative and quantitative research.
- Translate customer, business, operational, and technical inputs into clear product and experience strategies.
- Help define what should be built and why, not only how the interface should look.
- Facilitate discovery workshops, stakeholder interviews, alignment sessions, and product definition activities.
- Create and maintain customer journey maps, service blueprints, experience maps, user flows, and experience principles.
- Define product hypotheses, experience opportunities, and desired customer outcomes.
- Conduct or support:
- Customer interviews
- User research
- Usability testing
- Concept testing
- Journey mapping
- Persona development
- Behavioral analysis
- Customer validation
- Apply methodologies such as Design Thinking, Service Design, Lean UX, Human-Centered Design, or Jobs-to-be-Done.
- Structure complex workflows involving multiple user types, permissions, business rules, operational dependencies, and data sources.
- Partner with Product and Leadership to support product direction, prioritization, and roadmap decisions.
- Collaborate closely with Engineering to ensure strategic concepts can be implemented effectively.
- Translate strategic concepts into clear artifacts such as wireframes, prototypes, flows, service blueprints, and product concepts.
- Define and track experience-related success metrics and customer outcomes.
- Present strategic recommendations and design decisions clearly to technical and non-technical stakeholders.
- Continuously identify opportunities to improve the customer and product experience.

Customer Experience & Product Strategy We are especially interested in candidates with experience in areas such as:

- Customer Experience Strategy
- Product Discovery
- Product Definition
- Product Strategy
- Service Design
- Journey Mapping
- Service Blueprinting
- Voice of Customer
- Jobs-to-be-Done
- Customer Research
- Experience Mapping
- Opportunity Mapping
- Experience Principles
- Problem Framing
- Concept Validation
- Stakeholder Facilitation
- Experience Measurement

Experience working with complex digital products,



service ecosystems, enterprise platforms, SaaS, or data-driven products is highly relevant. Healthcare Experience – Strongly Preferred

Professional experience in healthcare or health-tech is strongly preferred, but candidates with strong experience in other complex or regulated industries may also be considered.

Relevant healthcare experience may include:

- EHR / EMR platforms
- Clinical applications
- Patient portals
- Provider-facing applications
- Telehealth
- Healthcare data platforms
- Healthcare analytics
- Medical or clinical workflows
- Health information systems
- Patient-facing digital products
- Remote patient monitoring
- Wearables
- Healthcare interoperability
- Healthcare operations platforms
- Insurance or payer-related healthcare products

Experience working with sensitive data, privacy requirements, complex permissions, compliance, or regulated environments is a strong plus.

Required Qualifications

- 4+ years of professional experience in CX Strategy, Product Design, UX Design, Service Design, Product Strategy, or a related field.
- Proven experience working on complex digital products or services.
- Strong experience in product discovery and problem definition.
- Practical experience applying Design Thinking, Service Design, Lean UX, Human-Centered Design, Jobs-to-be-Done, or similar methodologies.
- Strong knowledge of:
- UX Research
- Customer Research
- User Journeys
- Personas
- Information Architecture
- Interaction Design
- User Flows
- Usability Testing
- Concept Validation
- Service Blueprinting
- Experience Mapping
- Experience facilitating workshops and stakeholder alignment sessions.
- Ability to structure ambiguous problems and turn them into clear strategic recommendations.
- Experience collaborating with Product, Engineering, Business, Operations, and Leadership teams.
- Strong communication and presentation skills.
- Ability to communicate and defend product and experience decisions using evidence and customer insights.
- Excellent spoken and written English is mandatory.

Design & Execution Skills The ideal candidate should be able to translate strategic concepts into design artifacts that support alignment and validation.

Strong working knowledge of

- Figma
- FigJam
- Miro or similar collaboration tools
- Wireframing
- Prototyping
- User Flows
- Experience Mapping
- Design Systems
- Responsive Product Design

Advanced visual design skills are valuable, but CX strategy, research, product definition, and stakeholder facilitation are more important than polished UI execution. Metrics & Data

Experience using customer and product data to support decisions is highly valued.

Relevant metrics and tools may include:

- NPS
- CSAT
- CES
- Adoption
- Retention
- Conversion
- Task Completion
- Customer Effort
- Funnel Analysis
- Behavioral Analytics
- Product Analytics
- Qualitative Research Insights

Candidates should be comfortable connecting customer experience improvements with measurable product and business outcomes.

Nice to Have

- Experience in healthcare or health-tech.
- Experience in highly regulated industries.
- Familiarity with FHIR, HL7, APIs, or healthcare data exchange.
- Experience with healthcare privacy and sensitive data.
- Familiarity with accessibility and inclusive design standards.
- Experience designing complex data-driven or enterprise products.




- Experience with Agile / Scrum product teams.
- Basic knowledge of HTML, CSS, JavaScript, APIs, or modern frontend technologies.
- Experience working with Product Managers or contributing directly to product roadmap definition.
- Experience defining CX or product success metrics.

AI Experience – Nice to Have Experience using AI-powered tools to support:

- Research synthesis
- Customer insight analysis
- Ideation
- Product discovery
- Documentation
- Rapid prototyping
- Concept exploration
- Workflow definition
- UX research
- Visual exploration

Familiarity with Generative AI tools such as ChatGPT, Claude, Gemini, Figma AI, or similar tools is a plus. Tools & Technologies

Strategy & Research: FigJam, Miro, Maze, analytics and research platforms or equivalent.

Design: Figma, Adobe Creative Suite or equivalent.

Product: Jira, Confluence, Product Management or Agile collaboration tools.

AI: Generative AI and AI-powered research/design applications.

Healthcare: EHR/EMR, healthcare data, clinical workflows, FHIR/HL7 preferred.

What We Are Looking For

We are looking for someone who can bring clarity to ambiguity.

The ideal candidate can

- Understand complex customer and business problems.
- Identify the right problems to solve.
- Define experience opportunities and product direction.
- Align teams around a shared vision.
- Facilitate strategic conversations with stakeholders.
- Validate assumptions before development.
- Translate strategy into actionable product experiences.
- Balance customer needs, business goals, and technical feasibility.

The strongest candidates will combine CX strategy, product thinking, customer research, and strong UX fundamentals. Healthcare experience is highly valued, especially when it involves complex workflows, multiple stakeholders, sensitive data, or regulated environments.

Work Environment

- Remote opportunity
- International and cross-functional team
- Collaboration with Product, Engineering, Business, Operations, and Leadership
- Opportunity to help define and shape complex digital products
- Healthcare and technology-focused projects
- High level of ownership and strategic influence

Pregunta(s) de postulación:
- How many years of professional experience do you have in CX Strategy, Product Design, UX Design, Service Design, Product Strategy, or similar roles?
- Briefly describe one project where you helped define what should be built and why, based on customer needs, business goals, research, or product insights. What was your role?
- Have you led or actively participated in product discovery and product definition before the design or development phase?
- Do you have hands-on experience conducting customer or user research and translating insights into journey maps, service blueprints, product opportunities, or strategic recommendations?
- Have you facilitated discovery workshops, stakeholder alignment sessions, or strategic product discussions with Product, Engineering, Business, Operations, or Leadership teams?
- Do you have professional experience in healthcare, health-tech, or another highly regulated or complex industry? If yes, briefly describe the product or service and your involvement.
- Are you comfortable leading professional conversations, workshops, and presentations in English with international stakeholders and cross-functional teams? What is your current English level?

B1 or lower B2

C1

C2 / Native or bilingual

- What is your expected monthly compensation in USD, and what is your availability to start a new role?
- Please provide a link to your portfolio, case studies, or other work demonstrating product discovery, CX strategy, UX research, service design, or complex digital products.

Lugar de trabajo: Empleo remoto

📌 Senior CX Strategist / Product Experience Designer (Colombia)
🏢 Shokworks
📍 Colombia