Manager Customer Experience 1

Baylor Scott & White Health; Dallas (TX); Presencial; USD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

401(k) match

Tuition reimbursement

PTO Day 1

Descripción de la vacante

BaylorScott & White Health in Dallas, TX seeks a results-driven leader to manage 1-2 journey solutions, collaborating with cross-functional teams to deliver customer-centered healthcare innovations.

You will mentor Journey Architects, translate CX vision into actionable programs, and drive data-informed decision making under the CX Director. You will explore new data, design roadmaps, and align with strategic initiatives in a complex healthcare landscape.

Formación

• Bachelor's degree or 4 years of work experience above the minimum qualification.
• 5 Years of Experience.

Responsabilidades

• Manage the delivery of 1-2 solutions in a journey portfolio, from discovery to execution within timelines.
• Develop project work plans and roadmaps with cross-functional teams to support strategy.
• Oversee daily activities to achieve deliverables, KPIs, and OKRs; delegate and track progress.
• Identify dependencies, risks, and roadblocks; guide with CX Director oversight as needed.
• Problem solve delivery, design, and strategic issues by quickly gathering data.
• Engage key stakeholders across journey deliverables and drive data-driven change.
• Develop hypotheses on solving customer problems; prepare recommendations and maps.
• Structure complex issues and develop insightful recommendations; mentor Journey Architects.
• Coordinate cross-functional teams and present findings to leadership and stakeholders.
• Be a thought partner to CX Director to unlock journey potential.

Educación

Bachelor's degree or 4 years of work experience above the minimum qualification

5 Years of Experience

Descripción del empleo

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values Are

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

Job Summary

This role manages cross-functional team members and daily activities for 1-2 journey solutions. It focuses on collaboration, coordination, and exceptional customer experience to advance BSWH's strategic initiatives. Emphasis is on problem-solving, such as conducting market research to identify root causes of a specific problem and connecting with industry leaders. It supports the CX Director in translating vision into actionable solutions. Managing Journey Architects for professional development is also expected. Journey solutions for this role include new tools and care models that provide ongoing, daily support for our customers. Candidates should be well versed in emerging consumer healthcare technology.

Essential Functions Of The Role

• Manage the delivery of 1-2 solutions in a journey portfolio. Oversee work from discovery through execution within set timelines, ensuring all success criteria are met.
• Develop project work plans and roadmaps with cross-functional team members to support the execution and implementation of strategic recommendations.
• Manage daily activities to achieve deliverables, KPIs, and OKRs. Delegate tasks to team members and track progress towards goals.
• Identify and manage dependencies, risks, and roadblocks. Provide direction and guidance with oversight from the CX Director as needed.
• Problem solve with the team on delivery, design, and strategic issues by quickly gathering and examining information.
• Support CX Director in the engagement of key stakeholders and functions across journey deliverables as needed.
• Explore new data sets to problem solve and drive change.
• Develop hypotheses on solving customer problems for specific pain points. Prepare and review recommendations, process/system maps, data analysis, and research findings. Get oversight from the CX Director as needed.
• Structure complex, ambiguous, and potentially charged operational and business issues and develop compelling, insightful recommendations.
• Coordinate the journey core team and cross-functional team members. Create concepts that drive significant change to the customer experience.
• Present and explain findings to leadership team and key stakeholders.
• Responsible for management, development, and overall mentorship of Journey Architect assigned to journey.
• Be a thought partner to CX Director as they unlock the full potential of their journey.
• Understanding of interdependencies of healthcare landscape and its influence on portfolio.

Key Success Factors

• Highly organized, energetic, and creative thinker.
• Exceptional passion for innovation, emerging technology, and analytics across the healthcare ecosystem. Exceptional critical skills and financial acumen.
• Knowledge of Agile practices with exceptional digital and technical skills.
• Exceptional skills and knowledge of facilitation/presentation, situational awareness, conflict resolution, continual improvement, and collaboration.
• Demonstrated ability to achieve results while working in cross-functional, virtual environment.
• Experience supporting large cross-functional organizational projects.
• Purposefully maintains a pulse on disruption and innovation in healthcare.

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

Qualifications

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
• EXPERIENCE - 5 Years of Experience