[Hiring] Director Customer Experience, Provider Journey @Baylor Genetics

Role Description

The Director, Customer Experience, Provider Journey leads the end-to-end provider experience strategy, priorities and improvement roadmap. This role uses provider research, voice-of-customer feedback and operational data to identify needs and measure improvement. The Director works across various departments to advance provider onboarding, ordering, TRFs, consent, reports and other journey improvements. This is an individual leadership role with no direct reports, so the ability to lead through influence is essential.

Qualifications

• Bachelor's degree or equivalent relevant experience in customer experience, business, marketing, healthcare administration, human-centered design or a related field.
• Eight or more years of experience in customer experience, journey management, service design, product or program management, or a related discipline.
• At least three years of experience leading complex cross-functional initiatives with multiple stakeholders, dependencies and competing priorities.
• Demonstrated ability to develop an end-to-end journey strategy, establish priorities and manage an improvement roadmap using customer and operational evidence.
• Strong communication, stakeholder influence, facilitation and change-management skills, including the ability to lead through influence without direct authority.
• Ability to translate provider needs and journey evidence into clear customer problems, intended outcomes, business requirements and recommendations for action.
• Sound judgment in balancing customer need, business impact, risk, evidence and functional ownership while maintaining end-to-end journey accountability.

Requirements

• Experience with provider-facing healthcare, diagnostic or laboratory workflows.
• Experience with provider onboarding, ordering, consent, test requisition forms, prior authorization, reports, billing or post-test support.
• Experience partnering with Technology or digital product teams to improve provider-facing workflows, tools or communications.
• Experience using customer research, voice-of-customer feedback and operational data to prioritize and measure journey improvements.

Benefits

• Standard remote or office work environment with prolonged periods of computer and video-conference work.

Company Description

Baylor Genetics is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.