Senior Manager, Customer Experience — Journey Solutions

Baylor Scott & White Health; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Tuition reimbursement

PTO Day 1

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Education

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

5 Years of Experience

Job description

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.