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Manager Customer Experience

1 month ago

Dallas, Texas, United States Baylor Scott & White Health Full time

Job Summary
This role will be responsible for managing the cross-functional team members and the day-to-day team activities of 1-2 journey solutions focusing on enabling cross-functional collaboration, coordination, and delivery of exceptional customer experience. This role will collaborate and partner closely with clients, vendors, and other departments to help collectively further BSWH's strategic initiatives. There will be a heavy emphasis on problem solving capabilities (e.g., gather market research on best practice, identify root cause behind issues, connect with industry leaders to validate assumptions, right-to-left thinking) and supporting the CX Director in translating vision into an actionable portfolio of solutions. They are also expected to manage Journey Architects to aid in professional development. This role will be routinely expected to lead the execution of 1-2 solutions within a portfolio.

Essential functions of the role

• Lead the delivery of 1-2 solutions within a journey portfolio from discovery through execution within prescribed 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 the day-to-day activities to achieve deliverables, KPIs, and OKRs of journey team by delegating appropriate tasks to team members and tracking progress towards goals

• Identify and lead resolution of dependencies, risks, and roadblocks by providing direction and guidance with oversight from the CX Director as needed

• Execute analysis required to problem solve with the team on specific delivery, design, and strategic issues by gathering and analyzing large amount of inform quickly

• Support CX Director in the engagement of key stakeholders and functions across key journey deliverables as needed

• Explore new data sets and execute investigation, complex analysis, and output that has been practically applied to drive change

• Execute analysis to form hypothesis for how to solve customer problems and pain points by preparing and reviewing recommendations, process/system maps, data analysis, and research findings with oversight from the CX Director as needed

• Structure complex, ambiguous and potentially charged operational and business issues and develop compelling, insightful recommendations

• Coordinate the collaboration of journey core team and cross-functional team members to create concepts that drive significant change to the customer experience

• Presents and explains 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

• Strong passion for innovation, emerging technology, and analytics across the healthcare ecosystem. Strong analytical skills and financial acumen

• Knowledge of Agile principles with strong 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.

• Actively maintains a pulse on disruption and innovation in healthcare.

The information contained in this job description is intended to describe the essential job functions required of those assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities needed to perform the job. Please note that management retains the right to assign or reassign duties and responsibilities to this job at any time. The ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, integrity, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Baylor Scott & White Health.


BENEFITS

Our competitive benefits package includes the following
- 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

QUALIFICATIONS

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

- EXPERIENCE - 5 Years of Experience

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