Customer Care Analytics & Process Improvement Lead

RXinsider LTD.; Madison (WI); On-site; USD 61,000 - 123,000; Full time

Job summary

Exact Sciences is seeking a Customer Care Business Analyst to ensure alignment of Order Lifecycle, Customer Experience and Customer Care processes with business needs. The role requires attention to detail, strong communication, multi-tasking, and the ability to work independently and in a team.

The candidate will champion customer satisfaction and collaborate with Commercial Operations, IT, and Clinical Lab teams.

Qualifications

• Bachelor’s degree in business administration or related field, or equivalent experience.
• 2 to 3+ years of experience in Customer Care or as a business analyst in healthcare or a clinical reference laboratory.
• Demonstrated leadership and ability to collaborate across levels.
• Demonstrated project management experience.
• Authorization to work in the United States without sponsorship.

Responsibilities

• Support initiation, planning, communication, and execution with stakeholders.
• Define project scope, requirements, and deliverables.
• Develop schedules and milestones using appropriate tools.
• Track and manage project tasks, milestones, and deliverables.
• Liaise with key stakeholders on an ongoing basis.
• Present project status updates to stakeholders.
• Support process improvements and cross-functional initiatives.
• Translate business requirements into documentation and designs.

Skills

Leadership

Project management

Relationship management

Communication

Teamwork

Education

Bachelor’s degree in business administration or related field

High School Diploma with 4 years experience

Job description

Exact Sciences is seeking a Customer Care Business Analyst to ensure alignment of Order Lifecycle, Customer Experience and Customer Care processes with business needs. The role requires attention to detail, strong communication, multi-tasking, and the ability to work independently and in a team.

The candidate will champion customer satisfaction and collaborate with Commercial Operations, IT, and Clinical Lab teams.