Enterprise CX Insights & Measurement Lead

Baylor Miraca Genetics Laboratories LLC; United States; On-site; USD 150,000 - 230,000; Full time

Job summary

Baylor Miraca Genetics Laboratories LLC seeks a CX Research & Measurement Lead to own the enterprise customer experience research across patient and provider journeys and all three CX value streams. You will design governance, roadmaps and measurement programs and present insights to executive leadership.

You will synthesize customer, operational, market and competitive intelligence to guide investments and journey priorities, partnering with leaders to ensure measurable outcomes and governance

Qualifications

• Eight+ years of experience in customer insights, Voice of Customer, or related field.
• Experience designing, launching or scaling enterprise Voice of Customer programs across multiple functions.
• Experience influencing senior executives, governance forums and cross-functional investments.

Responsibilities

• Own enterprise CX research and measurement strategy across patient and provider journeys and CX value streams.
• Establish and maintain roadmap for Voice of Customer, customer insights and experience measurement programs.
• Serve as SME for customer research and experience measurement; establish enterprise standards and governance for research intake, listening methods, and analysis.

Skills

Customer insights

Voice of Customer

Executive communication

Cross-functional collaboration

Survey design

Data synthesis

Stakeholder influence

Project governance

Education

Bachelor's degree or equivalent

Tools

Survey platforms

Dashboard tools

Statistical analysis tools

Job description

Baylor Miraca Genetics Laboratories LLC seeks a CX Research & Measurement Lead to own the enterprise customer experience research across patient and provider journeys and all three CX value streams. You will design governance, roadmaps and measurement programs and present insights to executive leadership.

You will synthesize customer, operational, market and competitive intelligence to guide investments and journey priorities, partnering with leaders to ensure measurable outcomes and governance