Remote CX Strategy Lead – Order to Result

Baylor Miraca Genetics Laboratories LLC; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Baylor Genetics seeks a Manager, Customer Experience, Order to Result to own the strategy, roadmap and improvement portfolio for the patient and provider journey from a complete order through result finalization. You will partner across Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology, Commercial and Marketing to align priorities and drive outcomes.

This is an influential, individual contributor leadership role focused on translating needs into

Qualifications

• Eight or more years of experience in customer experience, service design, consulting, product management, healthcare operations, journey management, enterprise process improvement or a related discipline.
• Demonstrated experience owning a customer journey or value-stream strategy, roadmap and improvement portfolio.
• Experience leading strategic transformation, customer journey management or enterprise process improvement programs across multiple functions.
• Demonstrated ability to influence senior leaders, align stakeholders and drive decisions and outcomes without direct authority.
• Demonstrated ability to translate customer and business needs into clear requirements, user stories, workflow or process changes, acceptance criteria and implementation actions.
• Strong business judgment, prioritization, written and verbal communication, facilitation, change-management and organizational skills, with the ability to manage multiple priorities and complex dependencies.

Responsibilities

• Own the Order to Result value-stream strategy, roadmap and improvement portfolio from order to result finalization.
• Partner with Journey Directors to align roadmaps with end-to-end strategies and outcomes.
• Prioritize initiatives across post-order processes based on customer need and business outcomes.
• Translate needs into business requirements, user stories and acceptance criteria with Technology and partners.
• Drive cross-functional alignment on priorities and ownership.
• Monitor progress and adjust the roadmap to ensure delivery and customer outcomes.

Skills

Customer experience

Service design

Product management

Healthcare operations

Journey management

Process improvement

Influence senior leaders

Requirements writing

Communication

Change management

Education

Bachelor's degree or equivalent relevant experience in customer experience, business, marketing, healthcare administration, human-centered design, project or program management

Job description

Baylor Genetics seeks a Manager, Customer Experience, Order to Result to own the strategy, roadmap and improvement portfolio for the patient and provider journey from a complete order through result finalization. You will partner across Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology, Commercial and Marketing to align priorities and drive outcomes.

This is an influential, individual contributor leadership role focused on translating needs into