Manager, Customer Experience Engage & Initiate

Baylor Genetics is seeking a Manager, Customer Experience, Engage & Initiate to own the strategy, roadmap and improvement portfolio for the early patient and provider journey. The role drives cross-functional improvements from initial engagement through completion of an actionable order, including onboarding, education, consent, financial access and ordering.

Responsibilities:

• Own the Engage & Initiate value-stream strategy, roadmap and improvement portfolio, beginning with initial patient or provider engagement and ending when an order is complete and actionable
• Partner with the patient and provider Journey Directors to align the value-stream roadmap with end-to-end journey strategies, priorities and intended outcomes
• Prioritize initiatives across provider onboarding, education, consent, test requisition forms, required order documentation, financial access, ordering workflows and early-order support based on customer need, operational performance, business outcomes, risk, dependencies and available capacity
• Serve as the business owner for customer experience requirements and improvements; gather and translate patient, provider and business needs into business requirements, user stories, workflow or process changes and acceptance criteria with Technology, digital product and functional partners
• Drive cross-functional alignment on value-stream priorities, investments, sequencing, decisions, ownership and handoffs across Commercial, Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology and Marketing
• Partner with the CX Research & Measurement Lead to establish value-stream success measures, use customer research, Voice of Customer feedback and operational data to identify opportunities, and monitor progress toward strategic outcomes
• Lead improvement initiatives from discovery through implementation, adoption and post-launch evaluation; manage workplans, dependencies, risks, decisions, deadlines, change impacts and implementation readiness
• Represent the Engage & Initiate value stream in planning, prioritization and governance discussions and present recommendations, tradeoffs, risks and progress to CX and senior leaders
• Monitor initiative performance and customer outcomes, identify issues early and adjust or escalate the roadmap when delivery, experience or business goals are at risk
• Work within clinical, legal, compliance, privacy, commercial and operational boundaries; functional teams retain their respective clinical, commercial, operational and system decision-making and execution authority
• Perform other job-related duties as assigned and follow Baylor Genetics policies, procedures and applicable regulatory requirements

Requirements:

• Bachelor's degree or equivalent relevant experience in customer experience, business, marketing, healthcare administration, human-centered design, project or program management, or a related field
• 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
• Experience in clinical care, diagnostics, laboratory operations or another highly regulated, detail-intensive environment
• Experience delivering complex work under tight deadlines in partnership with project or program managers
• Experience partnering with Technology or digital product teams to translate patient and provider needs into business requirements, user stories or implementation initiatives that improve the customer experience
• Experience with patient-facing or provider-facing healthcare workflows, including onboarding, consent, test requisition forms, financial access or ordering