Customer Care & Process Improvement Analyst

Abbott Laboratories; Madison (WI); On-site; USD 61,000 - 123,000; Full time

Job summary

Exact Sciences is seeking a Customer Care Business Analyst to support Order Lifecycle, Customer Experience, and Customer Care processes in alignment with business needs. You will work with Commercial Operations, IT, and Clinical Laboratory teams to drive continuous improvement and maintain high customer satisfaction.

The role requires strong communication, judgment, and the ability to work independently or on a team in a fast-paced healthcare environment.

Qualifications

• Bachelor’s degree in business administration or related field or 4 years of relevant experience in lieu of degree.
• Experience in Customer Care or as a business analyst in healthcare or clinical reference laboratory.
• Proven project management and relationship management skills.

Responsibilities

• Support initiation, planning, communication, and execution with stakeholders.
• Define project scope, requirements and deliverables.
• Develop schedules and milestones using project management tools.
• Track tasks, milestones and deliverables.
• Liaise with stakeholders and present status updates.
• Oversee process improvement initiatives and related projects.
• Collaborate with Commercial and Customer Care to plan resources.
• Validate processes and systems supporting cross-functional workflows.

Skills

Project management

Stakeholder liaison

Communication

Leadership

Analytical skills

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 support Order Lifecycle, Customer Experience, and Customer Care processes in alignment with business needs. You will work with Commercial Operations, IT, and Clinical Laboratory teams to drive continuous improvement and maintain high customer satisfaction.

The role requires strong communication, judgment, and the ability to work independently or on a team in a fast-paced healthcare environment.