[Hiring] Product Lead, Customer Experience @GeneDx

Role Description

We’re seeking a mission-driven Product Lead, Customer Experience to improve how providers, patients, and their families experience GeneDx's products and services. In this role, you will lead strategic and tactical initiatives within your product area to deliver exceptional user experiences.

• Become an expert in GeneDx’s customer-facing products and services; identify opportunities to improve workflows and experiences to drive business impact.
• Contribute to the product strategy process and roadmap that improves the experience of our customers.
• Translate business and user problems into clear product requirements, milestones, MVP scope, and measurable success criteria.
• Ensure predictable and low-risk delivery to end users by supporting coordination across program management, product owners, engineering, clinical operations, customer experience, and commercial team counterparts.
• Be a supportive and innovative strategic partner for collaborators across the business.
• Demonstrate leadership, collaboration, and influence skills by confidently representing users and making decisions that improve their experience.

Objectives

• Identify opportunities to improve the user experience of existing products, services, and workflows.
• Develop innovative new products, features, and approaches to address user needs and pain points.
• Deliver solutions on time that achieve measurable business impact.

Qualifications

• Typically requires 6-8 years of experience in product management, product development, user experience, or product design.
• Demonstrated success leading projects throughout the product lifecycle: identifying customer needs, designing solutions with cross-functional stakeholders, contributing to product strategy and owning product roadmaps, collaborating on development and go-to-market strategies, and measuring product impact.
• Experience breaking down complex human processes into clear user journeys.
• Ability to rapidly prototype ideas to bring products or workflows to life, leveraging AI tools where appropriate.
• Strong communication skills, both written and verbal. Ability to tailor communication to your audience.
• Strong interpersonal skills, with demonstrated ability to influence cross-functionally.
• High intellectual curiosity and obsession with understanding and solving customer needs.
• Ability to learn quickly, think creatively, and adapt to change under pressure to meet deadlines.

Benefits

• Competitive compensation and benefits that reflect local market practices and legal requirements in each country where we operate.