Director, Provider Experience — End-to-End Journey (Remote)

Baylor Genetics; United States; Remote; USD 180,000 - 250,000; Full time

Job summary

Baylor Genetics is seeking a Director of Customer Experience, Provider Journey, to lead the end-to-end provider experience strategy and improvement roadmap. You will combine provider research, VOC feedback, and operational data to identify needs and measure impact, partnering across Commercial, Client Services, Clinical Support, RCM, laboratory operations, Technology and Marketing.

This leadership role focuses on onboarding, ordering, TRFs, consent, reports and other journey improvements, with

Qualifications

• Eight or more years of experience in customer experience, journey management or related fields.
• Experience leading complex cross-functional initiatives with multiple stakeholders.
• Ability to translate provider needs into actionable journey priorities and outcomes.

Responsibilities

• Own the end-to-end provider experience strategy and improvement roadmap across value streams.
• Partner with CX leaders to translate priorities into coordinated initiatives.
• Lead cross-functional alignment across Commercial, Client Services, Clinical Support, RCM, and Technology.
• Communicate priorities and risks clearly to CX leadership and stakeholders.

Skills

Customer experience

Journey management

Service design

Product management

Program management

Cross-functional leadership

Stakeholder influence

Change management

Communication

Education

Bachelor's degree

Job description

Baylor Genetics is seeking a Director of Customer Experience, Provider Journey, to lead the end-to-end provider experience strategy and improvement roadmap. You will combine provider research, VOC feedback, and operational data to identify needs and measure impact, partnering across Commercial, Client Services, Clinical Support, RCM, laboratory operations, Technology and Marketing.

This leadership role focuses on onboarding, ordering, TRFs, consent, reports and other journey improvements, with